Software Support Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

PEAK 15 Systems (www.peak15systems.com), part of the Fullsteam organization, is a growing software company that delivers a cloud-based management system to the travel industry. Our customers include Travel + Leisure Magazine World’s Best Award Winners National Geographic Expeditions, Micato Safaris, and Butterfield & Robinson who use the system to craft unique itineraries, process bookings, streamline operations, and manage customer and vendor relationships.

Job Summary:

The Director of Support will coach the successful applicant to manage incoming support issues through a ticketing system and proactively address daily operational customer concerns in a fast-paced entrepreneurial environment. Candidates should be organized, meticulous, and have excellent written and verbal communication skills, especially the ability to communicate technical information and processes to non-technical audiences.

Previous online customer support experience in a software application support environment is preferred. It is important to note that this is NOT a hardware support position.

Primary Responsibilities:

• Provide technical and application support assistance for our product
• Reproduce reported problems and determine alternative solutions
• Escalate product issues through the proper channels and follow the issues through to resolution
• Engage and contribute to daily support and weekly company-wide edge calls
• Work in harmony with your edge teammates in pods to resolve urgent issues
• Maintain consistent customer focus in the face of adversity and change
• Regularly and effectively provide customers with progress updates of (but not limited to) project completion timelines, bug fix efforts, and development enhancement requests
• Display competence in communication (verbal and written) and interpersonal relations
• Build lasting relationships with internal team members, partners, and customers (Attitude is the key)

Skills & Competencies:

• Familiar with common web technologies and software like Google Chrome web browser, Gmail, and Microsoft Office 365
• Familiarity with CRMs and/or Dynamics 365
• Being proficient in HTML is a plus
• Web-based (SaaS or Cloud) Solution experience
• Strong collaborator and team-first mindset
• Proficient skillset using ticketing systems for software-related issues, for example, FreshDesk, Zendesk, and/or Salesforce

Minimum Qualifications:

• Two years or more of helpdesk/software support experience
• One year or more of travel industry experience
• Established home office environment conducive to uninterrupted focus