Customer Support Representative, Inventory Management Software

Fullsteam is a company offering cloud-based inventory and order management solutions for small- and mid-sized businesses. They are seeking a Customer Support Representative to provide exceptional customer service and support for their SOS Inventory software, ensuring customer satisfaction through effective communication and troubleshooting.

Responsibilities:

• Field customer support requests via online customer support software and provides technical expertise in answering requests
• Answer incoming calls from customers and potential customers, explaining the proper use of the software and its capabilities
• Troubleshoot customer challenges using systematic and methodical troubleshooting processes
• Utilize online meeting software to conduct meetings with customers and/or fellow employees to enhance customer support and internal training
• Exhibit professionalism in interacting with customers, potential customers, and fellow employees
• Utilize excellent verbal and written communication
• Continuously seek out information and understand that learning is an essential and continuous part of the job

Requirements:

• Provide exceptional and friendly customer service to a diverse customer base via email, phone, and online meetings
• Learn software through formal and informal training and self-study to gain system expertise to best support customers
• Work with the team to cover all shifts as needed
• Field customer support requests via online customer support software and provides technical expertise in answering requests
• Answer incoming calls from customers and potential customers, explaining the proper use of the software and its capabilities
• Troubleshoot customer challenges using systematic and methodical troubleshooting processes
• Utilize online meeting software to conduct meetings with customers and/or fellow employees to enhance customer support and internal training
• Exhibit professionalism in interacting with customers, potential customers, and fellow employees
• Utilize excellent verbal and written communication
• Continuously seek out information and understand that learning is an essential and continuous part of the job
• Strong customer service orientation with a friendly, patient, and professional demeanor
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
• Active listening and empathy when engaging with customers
• Systematic and methodical troubleshooting ability, using logical processes to diagnose and resolve issues
• Strong organizational and time management skills; able to handle multiple support requests efficiently
• Adaptability and flexibility to work varied shifts and adjust to evolving business needs
• Team collaboration skills—comfortable working with peers and leadership to resolve customer challenges
• Ability to learn complex software systems quickly through training, documentation, and self-study
• Proficiency with online meeting and collaboration tools (e.g., Zoom, Teams, or equivalent)
• Attention to detail with a focus on accuracy and completeness in case documentation
• Minimum of 1+ year experience in a Customer Support role
• Have the ability to present information and solutions to challenges in an organized, professional, and understandable fashion, in both writing and verbal fashion
• Able to maintain professionalism and friendliness to customers and fellow employees
• Be self-motivated and fanatical about customer support
• Have a passion for helping small/medium businesses succeed, always searching for ways to best meet their needs
• Exhibit understanding of troubleshooting methodologies to solve customer's challenges
• Be able to receive training on software and related systems and use such training to support the customer base
• Can research established shared resources and self-learn
• Confident to reach out to more experienced staff for help
• Have a suitable office setting for telecommuting
• Experience in QuickBooks, accounting, and inventory management software preferred but not required