Customer Service Representative (Part-Time)

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish. The Customer Service Representative role focuses on supporting customers to maximize the value of Club Prophet Software, contributing to software analysis and testing, and assisting with onboarding new customers to ensure high levels of customer success and satisfaction.

Responsibilities:

• Learn our product offering and be able to communicate our value to potential customers
• Guide customers through the installation & training process to ensure the successful adoption of our product and maintain high customer satisfaction
• Establish and maintain relationships with customers by understanding their business objectives and providing exemplary support with the goal of creating long-term loyal customers
• Continuously learn and maintain your expert product knowledge and educate customers on the functionality and uses of our products
• Document, analyze, troubleshoot and test software based on and related to user specifications and technical issues
• Track your interactions and keep customer data organized using our ticketing tools
• Provide live chat, email, and phone support, including creating records of software “bugs” and performing follow ups on existing issues clients have reported
• Provide customer insights and feedback to other teams including Sales, Development, Project Management and others
• Proactively engage existing customers to ensure successful adoption of the platform
• Maintain high levels of customer satisfaction by providing fast and accurate responses while closing a high volume of tickets
• Support leadership and actively contribute to key business initiatives

Requirements:

• Experience in a call center is a plus
• Experience in software training is a plus
• Possess a natural ability to communicate with people of all backgrounds
• Possess excellent writing skills and ability to quickly compose clear and concise answers
• Treat all feedback, issues, and questions as opportunities to improve
• Have the ability to prioritize and think strategically about how to improve processes to make our users' experience even better, while still managing day to day tasks
• Are dependable with the ability to multitask and work in a fast-paced environment
• Already are, or can learn to be, a highly computer literate, technical individual that embodies excellent troubleshooting and problem-solving skills
• Are able to learn technical knowledge related to computer system analysis, application development, or software engineering
• Are hungry to grow both personally and professionally. Are a technology native someone who naturally adapts to an ever-changing technological landscape
• Part-time position requiring 25–30 hours per week - Working Hours are 9AM - 5PM Eastern Time
• Background in networking is preferred
• Bachelor's degree in an IT related field is desirable