Job Summary:

This Tier 1 Technical Support Specialist position is responsible for providing our customers with friendly, timely, accurate and professional support related to our various products and services. You will diagnose and troubleshoot software and hardware issues, answer questions and help our customers to be successful in running their business by using our hardware and software effectively.

Primary Responsibilities:

• Give support by telephone & email for our proprietary point of sale software.
• Diagnose and troubleshoot hardware and networking related issues over the phone.
• Ask customers targeted questions to quickly understand the root of the problem.
• Dive into unknown hardware and software issues, systematically find a solution and move rapidly to the next call/issue..
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Prioritize and manage several open issues at one time.
• Document technical knowledge in our internal “answer book”.
• Track software and hardware issues through resolution in our ticketing system.
• Provide exceptional customer service.

Primary Qualifications:

• Enjoy working with customers.
• Excellent problem solving and communication skills.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot technical issues.
• Understand how to configure and troubleshoot home/small business networks.
• Ability to provide step-by-step technical help, both written and verbal.
• Self motivation and ability to work on your own initiative
• Proven experience as a software support provider, IT help desk technician or similar role.

Hourly rate: $19.00/Hour

Success factors/job 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. Serves as a collaboration catalyst that motivates others to want to collaborate as well.
• Customer Focus –

Success factors/job competencies:

• Action Oriented & Drive for Results: Enjoys working hard; is action oriented and full of energy for the things seen as challenging; not fearful of action with minimum of planning; seizes opportunity to drive business objectives forward. Can be counted on to meet or exceed goals successfully; is consistent in performance and strives to be a top performer; very bottom line oriented; steadfastly pushes self and other for results. 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.
• Critical Thinking & Continuous Development: Can effectively cope with change; can shift gears comfortably; ability to synthesize objectives across the organization and take appropriate action without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty. 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. Deals with concepts and complexity comfortably; capable, and agile. Applies new learnings to enhance productivity and quality of the work without prompting. Seeks and applies efficiencies in day-to-day work, constantly improving and streamlining processes to achieve company objectives.
• Communication & Relationship Building: Has the ability to perceive reactions via non-verbal signals of others, reason with others to promote thinking and cognitive activity, understand drivers of decisions by interpreting the cause of other’s reactions and what it may mean, and manage relationships by working collaboratively to reach the best outcome for the company. 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. Actively and consistently 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. Serves as a collaboration catalyst that motivates others to want to collaborate as well.

Benefit Information:

Fullsteam and its Family of Companies offers a competitive wage as well the following benefits:

• Major Medical
• Dental
• Vision
• 401k with Company Match
• Paid Holidays
• Personal Time Off
• Employer Paid Short Term Disability & AD&D
• Other employee paid supplemental insurances offered

Physical demands and work environment:

Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 15 pounds.

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 in a non-corporate office environment.

EEOC & ADA Statement:

Fullsteam and its family of companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Fullsteam and its family of companies complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Fullsteam Human Resources.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Final candidate must be able to pass a background check.