Customer Support Representative

​​SOS Inventory, part of the Fullsteam organization, is a cloud-based inventory, order management, and manufacturing solution designed specifically for small- and mid-sized businesses. By integrating directly with QuickBooks Online and popular e-commerce and logistics platforms—such as Shopify, BigCommerce, PayPal, UPS, and ShipStation—it gives companies real-time visibility into stock levels, automates order workflows, and manages multi-level assemblies and bills of materials within a single system. Its flexible customization and support for lot/serial tracking, barcode scanning, partial shipments, and work-in-progress tracking deliver functionality well beyond basic inventory tools, helping businesses eliminate manual errors and accelerate time to value.​ 

We strongly prefer candidates located in the Central, Mountain, or Pacific time zones to facilitate collaboration with the team.

Our typical working hours are 9:00 AM – 6:00 PM Central Time, though some flexibility is available.

Job Summary: 

​​Provide exceptional and friendly customer service to a diverse customer base via email, phone, and online meetings. Learn software through formal and informal training and self-study to gain system expertise to best support customers. Work with the team to cover all shifts as needed.​ 

Primary Responsibilities: 

• ​​Field customer support requests via online customer support software and provides technical expertise in answering requests. 

• ​Answer incoming calls from customers and potential customers, explaining the proper use of the software and its capabilities. 

• ​Troubleshoot customer challenges using systematic and methodical troubleshooting processes. 

• ​Utilize online meeting software to conduct meetings with customers and/or fellow employees to enhance customer support and internal training. 

• ​Exhibit professionalism in interacting with customers, potential customers, and fellow employees. 

• ​Utilize excellent verbal and written communication. 

• ​Continuously seek out information and understand that learning is an essential and continuous part of the job.​ 

Skills & Competencies: 

• ​​Strong customer service orientation with a friendly, patient, and professional demeanor. 

• ​Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users. 

• ​Active listening and empathy when engaging with customers. 

• ​Systematic and methodical troubleshooting ability, using logical processes to diagnose and resolve issues. 

• ​Strong organizational and time management skills; able to handle multiple support requests efficiently. 

• ​Adaptability and flexibility to work varied shifts and adjust to evolving business needs.Team collaboration skills—comfortable working with peers and leadership to resolve customer challenges. 

• ​Ability to learn complex software systems quickly through training, documentation, and self-study. 

• ​Proficiency with online meeting and collaboration tools (e.g., Zoom, Teams, or equivalent). 

• ​Attention to detail with a focus on accuracy and completeness in case documentation.​ 

Minimum Qualifications: 

• Minimum of 1+ year experience in a Customer Support role  

• Have the ability to present information and solutions to challenges in an organized, professional, and understandable fashion, in both writing and verbal fashion. 

• Able to maintain professionalism and friendliness to customers and fellow employees. 

• Be self-motivated and fanatical about customer support. 

• Have a passion for helping small/medium businesses succeed, always searching for ways to best meet their needs. 

• Exhibit understanding of troubleshooting methodologies to solve customer’s challenges. 

• Be able to receive training on software and related systems and use such training to support the customer base. 

• Can research established shared resources and self-learn. 

• Confident to reach out to more experienced staff for help. 

• Experience in QuickBooks, accounting, and inventory management software preferred but not required. 

• Have a suitable office setting for telecommuting.

Pay range: ​​$15.11-$23.56 per hour​