Support Consultant

Title: Support Consultant

Location: US-OH-Remote

Job Description:

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.

RICS Software is a leading SaaS provider, specializing in retail point-of-sale (POS), inventory management, and business analytics solutions. Since 1983, RICS has empowered footwear, apparel, and sporting goods retailers to streamline operations, make data-driven decisions, and grow their businesses. Our cloud-based platform supports thousands of retail locations nationwide by providing real-time inventory visibility, mobile POS capabilities, powerful reporting tools, integrated e-commerce, and seamless vendor integrations.

RICS Software continues to invest in innovation and customer success while maintaining the agility and customer-centric culture of a growing tech company. Our team is passionate about retail, technology, and delivering value through trusted partnerships. We pride ourselves on offering best-in-class support, with a team made up of former retailers who understand our clients’ day-to-day challenges.

Working at RICS means joining a collaborative, supportive, and mission-driven environment where your contributions make a real impact on the future of independent retail.

Job Summary:

The Support Consultant is a RICS product expert, within the Service function, responsible for their individual performance supporting clients, partners, and team members within the RICS organization. The competency and skill requirements for expected performance in this role include Management, Counsel, Communication, Deliverable Creation, Presentation, Insight and Research skills. The primary goal for this role is to retain client subscriptions by providing RICS product education, inquiry/issue resolution, and completing team and cross functional tasks that result in high customer satisfaction and promotes product utilization. Additionally, this role is responsible for assisting partners with product and integration inquiries and ensuring hardware orders are processed accurately and in a timely manner

Primary Responsibilities:

• Provide responsive support during posted business hours (email, chat, and phone).

• Achieve client service level agreement of 2 business hour response time.

• Produce clear, succinct, and high-quality written, and verbal communications.

• Accurately record all activity in client database.

• Investigate, validate, document and report production issues.

• Escalate feedback themes, trends, issues, and risks for resolution in a timely manner.

• Assist with creation of Help Center and FAQ articles.

• Accurately process Shop-RICS orders, for on hand inventory, same day.

• Assist clients to enable RICS integrations.

• Assist RICS cross functional teams with tasks completion within agreed upon timelines.

• Perform user acceptance testing for solutions to issues, enhancements, and new product features to ensure they solve/achieve reported client problems/suggestions.

• Assist other functions to achieve their goals, including proficiency of internal systems and knowledge of relevant industry topics.

Skills & Competencies:

• Action Oriented & Drive for Results:  Enjoys working hard; is action oriented and full of energy for the things seen as challenging; not fearful of action with minimum of planning; seizes opportunity to drive business objectives forward.  Can be counted on to meet or exceed goals successfully; is consistent in performance and strives to be a top performer; very bottom line oriented; steadfastly pushes self and other for results.  Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

• Critical Thinking & Continuous Development:  Can effectively cope with change; can shift gears comfortably; ability to synthesize objectives across the organization and take appropriate action without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty.  Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.  Deals with concepts and complexity comfortably; capable, and agile.  Applies new learnings to enhance productivity and quality of the work without prompting.  Seeks and applies efficiencies in day-to-day work, constantly improving and streamlining processes to achieve company objectives.

• Communication & Relationship Building:  Has the ability to perceive reactions via non-verbal signals of others, reason with others to promote thinking and cognitive activity, understand drivers of decisions by interpreting the cause of other’s reactions and what it may mean, and manage relationships by working collaboratively to reach the best outcome for the company.  Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.  Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.

Minimum Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business, or a related field — or equivalent work experience in a technical support or customer service role.

• 1–2 years of experience in a software support, help desk, or client-facing technical role, preferably within a SaaS, POS, or retail technology environment.

• Strong understanding of Windows operating systems, web-based applications, and basic networking concepts.

• Proven ability to troubleshoot technical issues and explain complex concepts in clear, simple terms to non-technical users.

• Excellent written and verbal communication skills with a strong focus on customer service.

• Ability to multi-task, manage shifting priorities, and stay organized in a fast-paced environment.

• Comfort working with support tools and ticketing systems

• Familiarity with retail operations (e.g., inventory, POS, e-commerce) is a strong plus.

• Team-oriented mindset with a desire to collaborate, learn, and grow.

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.