Payment Services 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.

Our support agents provide comprehensive assistance to Fullsteam Payments customers through various communication channels, utilizing internal resources to resolve complex technical issues and, when necessary, escalate cases to supervisory or development teams. They also contribute to enhancing technical documentation based on their firsthand experiences. Agents in this role have the rare opportunity to positively impact and enable commerce of small and growing personal businesses.

Work Schedule: 8:00 AM – 5:00 PM EST / 7:00 AM – 4:00 PM CST

Primary Responsibilities:

• Utilize phone, email, chat, and remote connections for customer assistance.
• Meticulously document case details for all customer interactions and escalations.
• Utilize provided tools and documentation to identify customer solutions.
• Promptly, efficiently, and courteously address customer concerns.
• Maintain up-to-date knowledge of Fullsteam technology offerings and their support needs.
• Participate in the on-call rotation schedule.

Skills & Competencies:

• Experience with credit card terminals or POS equipment
• Knowledge of credit card processing authorization and settlement processes
• Exceptional listening, written, and verbal communication abilities
• Strong problem-solving skills with keen attention to detail
• Capable of multitasking to assist clients across diverse systems and communication channels
• Familiarity with Office Suite, Google Sheets, Knowledge Base utilization, and Excel
• Bilingual (English/Spanish) proficiency is advantageous, though not obligatory
• Demonstrated ability to work effectively both as part of a team and independently

Minimum Qualifications:

• High school diploma or equivalent
• Preferred: Associate degree in computer information technology or computer networking or related experience
• Two years of relevant technical support or customer service experience

Salary range of $18.31/hour to $22.93/hour

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.