Customer Support Analyst

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.

eRSP, part of the Fullsteam organization, is a rapidly growing home care software company specializing in SaaS solutions designed to streamline operations for home care agencies and service providers. Our platform empowers users to manage their businesses efficiently through advanced tools, automation, and real-time data insights. At eRSP, we are committed to delivering innovative technology solutions and exceptional customer support to help clients succeed in their day-to-day operations and achieve long-term growth.

The Customer Support Analyst will play a key role in assisting users of eRSP's SaaS application by providing guidance, troubleshooting, and ensuring optimal use of the software. This position is ideal for individuals who excel in problem-solving and customer service, with a passion for technology and continuous improvement. The Analyst will work closely with clients to address functional and technical inquiries, collaborating with internal teams to enhance product performance and user satisfaction. This role offers strong potential for career growth into senior positions within a dynamic and expanding organization.

Primary Responsibilities

• Respond to product functionality and technical support requests from enterprise business clients in a timely and professional manner.

• Assist customers with application support needs, offering guidance on functionality, configuration, and workflow recommendations.

• Troubleshoot and identify causes of user issues; recommend solutions and collaborate with engineering teams as needed.

• Provide feedback to the product development team on product enhancements and improvements.

• Identify and recommend process improvements to enhance the customer experience.

• Facilitate communication between internal teams regarding client issues and requirements.

• Manage customer inquiries through the ticketing queue and live calls promptly.

• Achieve defined milestones and product knowledge benchmarks as outlined in internal training requirements.

Skills & Competencies

• Minimum bachelor's degree preferred.

• Strong communication skills (phone, video conferencing, and email).

• Strong decision-making and problem-solving abilities.

• Excellent organizational and time-management skills.

• Ability to remain calm and professional under pressure.

• Proficiency in diagnosing and resolving technical issues.

• Ability to delegate tasks and set deadlines effectively.

• Excellent written communication for documentation and client correspondence.

• Willingness to work after-hour shifts on a rotational basis.

• Previous medical office experience (3+ years preferred).

Minimum Qualifications

• Bachelor's degree (preferred).

• Minimum of 3 years of experience in a medical office or related field.

• Demonstrated experience providing customer or technical support.

• Strong written and verbal communication skills.

• Proven ability to troubleshoot and resolve user issues effectively.

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.