Customer 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.

Eye Cloud Pro, Part of Fullsteam, is an all-in-one cloud-based platform designed specifically for opticians and optometrists. Created by industry professionals, it seamlessly integrates Electronic Health Records (EHR), Frame Inventory Management, Point of Sale with integrated payment processing, and comprehensive practice management tools. Eye Cloud Pro empowers eye care practices to streamline operations, enhance patient care, and drive business efficiency all in one easy-to-use solution.

This role involves guiding product users through the features and functionalities of our practice management software, addressing client inquiries by recommending effective solutions, and providing clear, professional responses to software-related issues. You will help coordinate and implement product usage, offering troubleshooting support and ensuring timely resolution of any problems. Additionally, you’ll handle incoming calls, analyze customer information and needs, and report findings. Acting as a direct link between the company and both existing and potential clients, you’ll play a key role in maintaining strong customer relationships and delivering exceptional service.

Primary Responsibilities:

• Provide Support to current clients  
  • Collect data to clearly understand the needs of clients
  • Answers and resolves support inquiries in a professional and timely manner via telephone, support tickets, and chat.
  • Identifies client issues, helps solve them, and escalates necessary concerns to others for review.
  • Updates internal company databases with information about technical issues and useful client conversations
• Consult and gather requirements for specialized script, relay to development
• Complete diagnostic equipment integrations using XML files
• Complete Fullsteam Hardware configuration
• Recognizes opportunities to increase customer value and resolve potential client retention issues by acting as a client advocate.
• Collaborates with support team members and other organizational departments to ensure client satisfaction.
• Contributes to the support team by presenting customer issues, feature requests, program functionality, effective workarounds, and troubleshooting ideas during team meetings.
• Contributes to the instant messaging platform (Teams) throughout the entire organization to add and disseminate relevant company information.
• Develops and adapts support strategies and techniques to accommodate changing environments and client needs.
• Provides internal support and activity/process documentation.
• Maintains awareness of the ever-changing healthcare landscape and the need to stay current with new industry requirements.
• Stays up to date with product developments, feature launches, policy changes, and healthcare/optometric industry changes.
• Capturing and reporting of development requests and problems to team leads and development for resolution.
  • Gather customer requirements according to company process and submit using appropriate escalation tools.
• Assist in training junior or new staff members
• Performs other duties as assigned.

Minimum Qualifications:

• High School Diploma or a certificate of successful completion of the General Educational Development (GED) test.
• A minimum of one (1) to three (3) years of customer service experience
• Highly computer literate

Preferred Qualifications:

• 2+ years of remote customer support , optical experience, EMR/EHR or electronic claim filing

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.