Technical Support Analyst

Position Summary

The Technical Support Analyst serves as a front-line representative, responsible for responding to and resolving customer inquiries related to our cloud-based parking revenue management platform. This role requires a critical thinker who understands that many issues carry more than one viable solution, and that selecting the right course of action depends on a thorough understanding of each client's unique needs and operational context.

This is a fully remote position working within a defined shift of either 3-11pm or 4pm-midnight Belgrade time.

Essential Duties and Responsibilities

• Respond to customer inquiries via email, chat, and/or phone in a timely and professional manner
• Troubleshoot platform issues by evaluating multiple potential solutions and recommending the most appropriate course of action based on the customer's specific setup and needs
• Apply strong critical thinking skills to assess each support case individually, avoiding one-size-fits-all resolutions
• Ask targeted questions to fully understand a client's operational environment and needs before proposing a resolution
• Document support tickets accurately and thoroughly in the company ticketing system
• Identify recurring issues and surface them to Manager of Client Support for tracking and resolution
• Assist customers with account-related questions, billing inquiries, and general platform usage
• Collaborate with teammates to maintain and improve support documentation and FAQs

Non-Essential Duties and Responsibilities

• Participate in team meetings, training sessions, and company-wide initiatives as requested
• Assist with testing and providing feedback on new platform features or updates prior to release
• Contribute suggestions for improving internal support processes and workflows
• Perform other duties as assigned by direct supervisor

Minimum Job Qualifications

• 1–2 years of experience in a technical support/SaaS service delivery, help desk, or similar role
• Strong critical thinking skills — able to assess a situation from multiple angles, weigh available solutions, and determine the best fit for the individual customer rather than defaulting to a single standard answer
• Microsoft Windows Server, SQL Server and IIS web site knowledge.
• Comfortable working with web-based applications and able to explain technical concepts to non-technical users
• Basic familiarity with how web applications work (no coding required, but technical curiosity is a plus)
• Strong written and verbal English communication skills, with the ability to ask the right questions to fully understand a client's needs before jumping to a resolution
• Ability to manage multiple tickets simultaneously and prioritize effectively
• A patient, empathetic, and solutions-oriented attitude
• Comfortable working independently and reliably in a fully remote environment
• Must be available to work either 3-11pm or 4pm-midnight Belgrade time

Nice to Have:

• Experience with support ticketing tools (e.g., Zendesk, Freshdesk, Intercom)
• Background in parking, transportation, or hospitality industries

Benefits:

• Private health insurance
• Fitpass

About Fullsteam

Fullsteam’s embedded solutions platform helps software companies and their customers grow faster and operate more efficiently. 

By offering industry-specific solutions like payments, marketing, insurance, and merchant capital, all integrated into the software experience, our companies deliver more value, unlock new revenue, and simplify how business gets done. 

For more information, please visit https://www.fullsteam.com/