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 of retail point-of-sale (POS), inventory management, and business analytics solutions. Since 1983, we have helped footwear, apparel, and sporting goods retailers streamline operations, improve visibility, and grow their businesses. Our cloud-based platform supports thousands of retail locations with real-time inventory management, mobile POS, reporting, e-commerce, and vendor integrations.
At RICS, you'll join a collaborative, customer-focused team passionate about delivering innovative technology and exceptional support to independent retailers.
The Tier 2 Support Consultant serves as an advanced technical support resource within the Service organization, providing expert assistance to clients, partners, and internal team members. This role is responsible for troubleshooting complex product, integration, API, hardware, and networking issues; serving as an escalation point for Tier 1 Support; and partnering with internal teams to drive issue resolution.
The Tier 2 Support Consultant owns escalated cases from investigation through resolution, identifies and documents potential product defects, and helps improve team effectiveness through knowledge sharing, mentoring, and process improvement initiatives.
Primary Responsibilities
- Provide client support via phone, email, and chat during business hours.
- Serve as an escalation resource for complex technical issues involving RICS products, integrations, APIs, hardware, and networking.
- Investigate, troubleshoot, validate, and document escalated issues, including analysis of logs, system behavior, and error messages.
- Maintain ownership of complex cases, providing timely updates to clients and stakeholders throughout the resolution process.
- Differentiate between product, configuration, environmental, integration, hardware, networking, and potential software defect issues.
- Reproduce issues, identify root causes, and escalate validated product defects with clear documentation and business impact.
- Monitor support trends, recurring issues, and client feedback; communicate findings to leadership.
- Provide guidance, mentoring, and troubleshooting assistance to Tier 1 Support Consultants.
- Contribute to onboarding, training, and knowledge-sharing initiatives.
- Create and maintain documentation, troubleshooting resources, Help Center content, and FAQs.
- Accurately document client interactions, troubleshooting activities, and resolutions in support systems.
- Support user acceptance testing and validation of issue resolutions, enhancements, and new features.
- Collaborate cross-functionally to provide product expertise and support business objectives.
- Continuously expand knowledge of RICS products, supported technologies, and retail industry best practices.
Minimum Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent professional experience.
- 3+ years of experience in technical support, software support, help desk, or a client-facing technical role, preferably in SaaS, POS, or retail technology.
- Proven ability to troubleshoot complex software, hardware, networking, and configuration issues.
- Working knowledge of Windows operating systems, web applications, and networking fundamentals.
- Experience investigating API and integration issues preferred.
- Strong analytical, problem-solving, and root-cause investigation skills.
- Ability to analyze logs, error messages, and technical data.
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
- Experience with ticketing systems, support platforms, and customer relationship management tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong collaboration skills with the ability to work independently and across teams.
- Experience mentoring, coaching, or training team members preferred.
- Familiarity with retail operations, POS systems, inventory management, e-commerce, and integrations strongly preferred.
- Team-oriented mindset with a commitment to delivering exceptional customer experiences.
- Ideal candidates will be based in the Pacific Time Zone and able to support weekend coverage as needed.
Hourly Pay Range: $26.44-$31.25 USD
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.
