Product Support Specialist, Tier 1

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. 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. **About the Role** 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. **Schedule \& Availability** * Full\-time position working four (4\) 10\-hour shifts per week. * Set schedule with the same days and hours each week for predictability and work\-life balance. * Team operates seven (7\) days a week from 8:00 a.m. to 9:00 p.m. MT, including statutory holidays. * Schedule may include weekends and holidays as part of regular rotation. * Participation in a Standby program is required to provide additional coverage when needed. **Primary 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. **Skills \& Competencies** * 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 remot