Junior Technical 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 1,700 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.

Unified Practice, part of the Fullsteam organization, is looking for dedicated, caring and detail oriented individuals to join our Customer Support Team. This is an opportunity to be a part of a fast-paced SaaS technology company in a continuously growing industry.  This role will focus on supporting users to maximize the value that the Unified Practice EHR system brings to their business and overall professional success.

As a Junior Technical Support Representative, you will play a critical role in ensuring our customers have a positive experience with our products and services. You will be responsible for assisting customers with technical issues, troubleshooting problems, and providing excellent customer service. This is an entry-level position ideal for individuals with a passion for technology and a desire to grow their skills in a dynamic and supportive environment.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries promptly and professionally via email, phone, or chat.

• Troubleshoot and resolve technical issues related to our products or services.

• Provide clear and concise explanations to customers regarding their concerns or questions.

Technical Assistance:

• Assist customers with installation, configuration, and usage of our software or hardware.

• Collaborate with senior support staff to escalate complex issues when necessary.

• Keep up to date with product knowledge and updates to provide accurate assistance.

Documentation and Reporting:

• Document customer interactions, issues, and resolutions accurately in the CRM.

• Collaborate with the team to identify common issues and contribute to the creation of knowledge base articles and FAQs.

Customer Feedback:

• Gather customer feedback and suggestions to help improve our products and services.

• Advocate for the customer by providing insights to product development teams.

Team Collaboration:

• Work closely with the Technical Support team to share knowledge and best practices.

• Attend regular training sessions to enhance technical skills and product knowledge.

Qualifications:

• High school diploma or equivalent; some college coursework in a related field is a plus.

• Strong passion for technology and a willingness to learn.

• Excellent communication skills, both written and verbal.

• Customer-centric attitude with a commitment to delivering outstanding customer service.

• Basic troubleshooting skills and the ability to follow technical instructions.

• Team player with a positive and adaptable attitude.

• Previous customer service experience or technical support experience is a plus but not required.

• Ability to work Mountain Time hours (9:00 am - 6:00 pm MST).

This position is 100% remote. The candidate would need to have a suitable work environment set up as their home office and be comfortable managing their own schedule / adhering to work hours in a non-corporate office environment.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.