Support Consultant, RICS Software

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $26 - $31 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💼 Consultant

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fullsteam

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

📋 Description

• Provide client support via phone, email, and chat during business hours. • Serve as an escalation resource for complex technical issues involving RICS products, integrations, APIs, hardware, and networking. • Investigate, troubleshoot, validate, and document escalated issues, including analysis of logs, system behavior, and error messages. • Maintain ownership of complex cases, providing timely updates to clients and stakeholders throughout the resolution process. • Differentiate between product, configuration, environmental, integration, hardware, networking, and potential software defect issues. • Reproduce issues, identify root causes, and escalate validated product defects with clear documentation and business impact. • Monitor support trends, recurring issues, and client feedback; communicate findings to leadership. • Provide guidance, mentoring, and troubleshooting assistance to Tier 1 Support Consultants. • Contribute to onboarding, training, and knowledge-sharing initiatives. • Create and maintain documentation, troubleshooting resources, Help Center content, and FAQs. • Accurately document client interactions, troubleshooting activities, and resolutions in support systems. • Support user acceptance testing and validation of issue resolutions, enhancements, and new features. • Collaborate cross-functionally to provide product expertise and support business objectives. • Continuously expand knowledge of RICS products, supported technologies, and retail industry best practices.

🎯 Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience. • 3+ years of experience in technical support, software support, help desk, or a client-facing technical role, preferably in SaaS, POS, or retail technology. • Proven ability to troubleshoot complex software, hardware, networking, and configuration issues. • Working knowledge of Windows operating systems, web applications, and networking fundamentals. • Experience investigating API and integration issues preferred. • Strong analytical, problem-solving, and root-cause investigation skills. • Ability to analyze logs, error messages, and technical data. • Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users. • Experience with ticketing systems, support platforms, and customer relationship management tools. • Ability to manage multiple priorities in a fast-paced environment. • Strong collaboration skills with the ability to work independently and across teams. • Experience mentoring, coaching, or training team members preferred. • Familiarity with retail operations, POS systems, inventory management, e-commerce, and integrations strongly preferred. • Team-oriented mindset with a commitment to delivering exceptional customer experiences. • Ideal candidates will be based in the Pacific Time Zone and able to support weekend coverage as needed.