Customer Support Representative

Fullsteam Operations, LLC

Job Overview

Location

Remote - US

Job Type

Full-time

Full Job Description

📋 Description

• Provide exceptional customer service to a diverse customer base via phone, email, and online meetings for SOS Inventory, a cloud-based inventory, order management, and manufacturing software solution.
• Answer incoming customer calls and respond to support requests using online customer support software, delivering clear and accurate technical guidance on software functionality.
• Troubleshoot customer issues using systematic, methodical processes to diagnose and resolve problems related to inventory tracking, order workflows, multi-level assemblies, and integrations with QuickBooks Online, Shopify, BigCommerce, PayPal, UPS, and ShipStation.
• Conduct online meetings with customers and internal team members using collaboration tools such as Zoom or Microsoft Teams to assist with software usage, resolve complex issues, and support training.
• Maintain professional, friendly, and empathetic communication with customers and colleagues at all times, demonstrating patience and a solutions-oriented attitude.
• Utilize strong verbal and written communication skills to explain technical concepts clearly to non-technical users, ensuring understanding and satisfaction.
• Continuously learn and master the SOS Inventory platform through formal training, self-study, and documentation to maintain up-to-date product expertise.
• Manage multiple support cases simultaneously with strong organizational and time management skills, ensuring timely resolution and accurate case documentation.
• Adapt to varying work shifts and schedule requirements, including coverage across Central, Mountain, and Pacific time zones, with typical working hours of 9:00 AM – 6:00 PM Central Time.
• Collaborate effectively with team members and leadership to resolve escalated customer challenges and improve support processes.
• Demonstrate attention to detail in all customer interactions, ensuring complete and accurate records in the support system.
• Actively seek out resources and self-learn to expand knowledge of software features, integrations, and industry best practices.
• Maintain a professional, dedicated, and self-motivated approach to customer support, with a passion for helping small and medium-sized businesses succeed.
• Ensure a suitable, quiet, and reliable home office environment with stable internet connectivity to support remote work responsibilities.

🎯 Requirements

• Minimum of 1+ year experience in a Customer Support role
• Excellent verbal and written communication skills with ability to explain technical concepts to non-technical users
• Strong troubleshooting ability using systematic and methodical processes
• Proficiency with online meeting and collaboration tools (e.g., Zoom, Teams)
• Ability to learn complex software systems quickly through training and self-study
• Must be located in the Central, Mountain, or Pacific time zone

🏖️ Benefits

• Competitive hourly pay range of $15.11–$23.56
• Remote work opportunity with flexible scheduling within core business hours
• Supportive, inclusive workplace culture focused on employee growth and customer success
• Opportunity to work with a growing team of over 1,900 employees at a company driving innovation in vertical software and embedded payments
• Exposure to industry-leading software integrations including QuickBooks Online, Shopify, BigCommerce, and ShipStation
• Emphasis on continuous learning and professional development

Skills & Technologies

Remote

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Fullsteam Operations, LLC

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About Fullsteam Operations, LLC

Fullsteam Operations, LLC is a North American supply-chain and logistics technology company headquartered in Birmingham, Alabama. It builds cloud-based software and payments platforms that unify freight audit, carrier management, shipment visibility, and fuel tax reporting for shippers, carriers, and fuel merchants. Operating under brands such as Propel, Axiom, and Diesel, Fullsteam processes billions of dollars in transportation-related payments annually, helping customers reduce costs, automate compliance, and optimize fleet operations across the United States, Canada, and Mexico.

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