SaaS Support Specialist: Onboarding & Tech Help

Fullsteam; Boise, Northern (ID, KY); Hybrid; USD 30,000 - 35,000; Full time

Job summary

Fullsteam seeks a Customer Technical Support Specialist for Ricochet POS. This role focuses 75% on customer support and 25% on onboarding/training, guiding customers through setup, usage, and integrations of our cloud-based POS platform.

You’ll troubleshoot issues, educate users, and coordinate with internal teams to ensure smooth customer experiences. Ideal candidates have 4+ years in SaaS support or onboarding, strong communication skills, and the ability to manage multiple tasks in a

Qualifications

• 4+ years in customer or SaaS support, onboarding, or training.
• Ability to explain software to non-technical users.
• Strong problem-solving and ownership mindset.

Responsibilities

• Serve as primary contact via chat, email, and phone.
• Troubleshoot software, accounts, payments, hardware, and integrations.
• Educate customers and document interactions and resolutions.
• Escalate complex issues while owning customer communication.
• Help onboard and train customers on Ricochet features and workflows.
• Collaborate with internal teams to improve processes and adoption.

Skills

Customer-focused

Troubleshooting

Communication

Training

Time management

Independent yet collaborative

Education

High school diploma or equivalent

Tools

Intercom

Salesforce

Microsoft Office

Teams

Job description

Fullsteam seeks a Customer Technical Support Specialist for Ricochet POS. This role focuses 75% on customer support and 25% on onboarding/training, guiding customers through setup, usage, and integrations of our cloud-based POS platform.

You’ll troubleshoot issues, educate users, and coordinate with internal teams to ensure smooth customer experiences. Ideal candidates have 4+ years in SaaS support or onboarding, strong communication skills, and the ability to manage multiple tasks in a