Role Description

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.

• 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.
• Assist partners with product and integration inquiries and ensure 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.

Skills & Competencies

• Action Oriented & Drive for Results: Enjoys working hard; is action-oriented and full of energy for the things seen as challenging.
• Critical Thinking & Continuous Development: Can effectively cope with change; learns quickly when facing new problems; analyzes both successes and failures for clues to improvement.
• Communication & Relationship Building: Dedicated to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business, or a related field — or equivalent work experience in a technical support or customer service role.
• 1–2 years of experience in a software support, help desk, or client-facing technical role, preferably within a SaaS, POS, or retail technology environment.
• Strong understanding of Windows operating systems, web-based applications, and basic networking concepts.
• Proven ability to troubleshoot technical issues and explain complex concepts in clear, simple terms to non-technical users.
• Excellent written and verbal communication skills with a strong focus on customer service.
• Ability to multi-task, manage shifting priorities, and stay organized in a fast-paced environment.
• Comfort working with support tools and ticketing systems.
• Familiarity with retail operations (e.g., inventory, POS, e-commerce) is a strong plus.
• Team-oriented mindset with a desire to collaborate, learn, and grow.

Benefits

• Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background.
• Fullsteam is an Equal Opportunity/Affirmative Action employer.