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SalaryIt's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
(Remote Position)
RICS Software, part of the Fullsteam family of companies, combines a modern POS, integrated payments, smart product catalogs, and comprehensive inventory management to help businesses move more inventory. 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.
Success factors/job 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.
Benefit Information:
Fullsteam and its Family of Companies offers a competitive wage as well the following benefits:
- Major Medical
- Dental
- Vision
- 401k with Company Match
- Paid Holidays
- Personal Time Off
- Employer Paid Short Term Disability & AD&D
- Other employee paid supplemental insurances offered
Physical demands and work environment:
Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 15 pounds.
This position is 100% remote. The candidate would need to have a suitable work environment set up as their home office and be comfortable managing their own schedule in a non-corporate office environment.
EEOC & ADA Statement:
Fullsteam and its family of companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Fullsteam and its family of companies complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Fullsteam Human Resources.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Final candidate must be able to pass a background check.
