Act as a trusted advisor and strategic partner for customers throughout their lifecycle.
Assist in onboarding new customers by managing implementation and training to ensure early product adoption.
Respond to customer support and training requests in a timely and efficient manner.
Provide clear guidance on best practices for using RTO Pro and offering recommendations to customers on how to best leverage the software.
Document all client interactions and activity using internal systems and tools to ensure full visibility and continuity across teams.
Support and contribute to the customer knowledge base by identifying common customer questions, gaps in documentation, and opportunities for automation or self-service.
Champion product adoption and customer education initiatives to reduce support dependency and drive retention.
Manage customer escalations by coordinating across support, product, and engineering teams to resolve issues quickly and professionally.
Provide feedback to internal teams on product gaps, customer needs, and emerging trends.
Help shape our evolving CS processes, metrics, and customer lifecycle playbooks.
Provide exceptional technical support: distill information from various sources such as Windows Error logs, local software debug logs, and various other forms of information.
Understand how to collect and relay issues to the development team when software defects are suspected.

2+ year(s) experience with ERP/IMS experiences preferred
Exceptional communication and interpersonal skills, including the ability to clearly articulate complex technical concepts to non-technical audiences.
Strong networking and interpersonal skills for engaging with diverse audiences.
Dedicated workspace and reliable internet connectivity
Familiarity with Microsoft Windows networking: must be able to install software, understand Windows network shared folders, file permissions and basic TCP/IP concepts.
Software troubleshooting skills

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background.
Fullsteam is an Equal Opportunity/Affirmative Action employer.

Technical Support Specialist

Key skills