Customer Support Specialist

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.

AutoFluent, part of the Fullsteam organization, provides shop management software with embedded payments processing to Automotive Repair, Tire and Wheel Dealers, and Tire Wholesalers.

Job Summary:

The position involves answering customer calls, directing them to the right parties, and entering information into our customer contact database (CRM). You'll provide support and training, assist with AutoFluent Software installation and configuration via remote support, and schedule appointments. Key responsibilities also include setting up Accounting Integrations, testing software and hardware, and documenting results. You'll ensure timely follow-ups, implement recommendations, and keep customers informed about new program releases. Routine check-in calls for software, support, or hardware will also be necessary when assigned.

Primary Responsibilities:

• Perform customer support and training of customers, including software installations, configuration and troubleshooting.
• Schedule and complete appointments and follow-ups with customers to ensure a positive experience.
• Conduct AutoFluent Pay onboarding, including terminal installations and review of Merchant Track platform.
• Learn and keep up to date with AutoFluent Software features, functions and setup.
• Communicate effectively with customers and co-workers via telephone, email, and chat.

• Participate in testing and documentation of program functionality and changes.

Skills & Competencies:

• Action Oriented – Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of action with a minimum of planning; seizes more opportunity than others.
• Deals with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty.
• Collaboration - Actively and consistency seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Service a collaboration catalyst that motivates others to want to collaborate as well.
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Emotional Intelligence - Has the ability to perceive emotions of non-verbal signals of others, reason with emotions to promote thinking and cognitive activity, understand emotions by interpreting the cause of others emotions and what it may mean, and manage emotions by having the ability to regulate emotions of self and react and respond appropriately to the emotions of others.
• Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp; capable, and agile.
• Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and other for results.

Minimum Qualifications:

• Customer service work experience, including phone & email support.
• Strong oral & written communication skills.
• Troubleshooting & problem-solving skills.
• Excellent organizational skills and attention to detail.
• Fluency with MS Windows desktop operating systems.
• Capable of viewing issues from the point of view of the customer, as well as understanding the business impact of interactions with customers.
• Ability to deal with individuals with a range of moods and behaviors in a tactful and congenial manner.

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.