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Customer Support Analyst

1 month ago

Wilmington, United States Fullsteam Operations LLC Full time

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 1,700 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.

Kaleida Systems, Inc., part of the Fullsteam organization, is the leading provider of Internet-based (SaaS), business management software and support services for the Home Health Care industry. We are currently looking for a Customer Support Analyst. The ideal candidate will provide SaaS application users with understanding how to use their business software application, problem solving issues and help them be successful in their daily operations. We are looking for individuals with excellent communications and problem-solving skills who value creativity, hard work, and on-the-job-excellence.

This position can be remote.

Primary Responsibilities:

  • Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner
  • Help customers with application support needs, guidance on functionality, configuration and flow recommendations to support their business use case, and general technical questions when necessary
  • Perform troubleshooting to identify causes and recommend remedies to user issues, working with internal engineering teams as necessary
  • Provide feedback and analysis to our internal product development team on enhancements & improvements for the product
  • Identify and suggest process improvements to improve customer experience
  • Facilitate inter-team communications regarding client issues and requirements
  • The ability to accept and respond to customer questions via ticketing que and live calls in a timely manner
Minimum Qualifications:
  • Minimum bachelor's degree preferred
  • Strong communication skills (especially with clients over the phone, video conferencing, and email)
  • Strong decision-making skills
  • Organization and time-management skills
  • Ability to maintain a calm demeanor under pressure
  • Ability to diagnose a problem and support its resolution
  • Ability to delegate tasks and set deadlines
  • Excellent writing skills in documentation issues for level II teams and client communication
  • Willing to cover after hour shifts on rotational basis


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.