Product Support Specialist, Tier 1

Fullsteam•Area B (Goat River Valley), BC

3d•CA$38,784 - CA$48,000•Remote

About The Position

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. WebRezPro, part of the Fullsteam organization, is a leading cloud-based Property Management System (PMS) serving the hospitality industry in more than 40 countries. We are seeking a motivated, customer-focused Product Support Specialist to join our growing team and deliver exceptional support to our clients. As a Product Support Specialist, you will be the first point of contact for customers, helping them successfully navigate our software through phone, email, and screen sharing support. You will play a key role in ensuring client satisfaction by resolving issues efficiently, documenting solutions clearly, and collaborating cross-functionally with internal teams. This is a full-time, work-from-home opportunity with long-term growth potential.

Requirements

Three (3) years customer-facing experience, ideally supporting software applications
Familiarity with property management systems is highly preferred.
Strong critical‑thinking and problem‑solving skills.
General understanding of computer systems, hardware, and networking.
Previous technical support experience is strongly preferred.
Ability to prioritize tasks and manage multiple requests in a fast‑paced environment.
Thorough knowledge of computer software, hardware, and a variety of internet applications, networks, and operating systems.
Strong work ethic and the ability to work independently in a remote setting.
Offer consistently great customer service with commitment to excellence in everything we do while always doing what would be in the best interest of the customer.
Must have experience in support and/or customer relationship management.
Ability to understand the software products, including but not limited to Microsoft Office and Google Workspace.

Nice To Haves

Experience in the hospitality or tourism industry is desired.
Comfortable working collaboratively as part of a fully remote team.

Responsibilities

Support and guide clients using phone, email, and screen sharing.
Keep current on all features and functionality of WebRezPro software.
Document client interactions, issues, and resolutions accurately in Zendesk.
Work closely with Programming and Sales teams to ensure a positive client experience.
Take on additional tasks as priorities shift or business needs change.
Maintain the schedule needed to provide consistent client support.