Product Support Specialist Tier 1 (Property Management Software)

Fullsteam; Canada; On-site; CAD 39,000 - 48,000; Full time

Job summary

Fullsteam's WebRezPro team seeks a motivated Product Support Specialist to be the first point of contact for clients, guiding them through our cloud PMS via phone, email, and screen sharing.

You will document interactions in Zendesk, stay current on product features, and collaborate with Programming and Sales to ensure an outstanding client experience in a fully remote, full-time role with predictable four 10-hour shifts.

Qualifications

• Three years of customer-facing experience, ideally supporting software.
• Experience in hospitality or tourism is preferred.
• Comfortable working with a fully remote team.

Responsibilities

• Support clients via phone, email, and screen sharing.
• Stay current on WebRezPro features and functionality.
• Document client interactions and resolutions in Zendesk.
• Collaborate with Programming and Sales teams to ensure a positive client experience.
• Maintain a consistent remote support schedule.
• Prioritize tasks in a fast-paced environment.

Skills

Customer service

Zendesk

Remote work

Multitasking

Communication

Tools

Microsoft Office

Google Workspace

Job description

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.
• 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.

Experience and Education

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

Minimum Qualifications

• Three (3) years customer-facing experience, ideally supporting software applications

Salary range: CAD $38,784 – $48,000, based on experience and qualifications.