Technical Support Analyst

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.

Euclid Technology, part of the Fullsteam organization, is an innovative and growing company that develops and implements premier enterprise software solutions, Content Management Systems, and Mobile Web Solutions for associations, nonprofits and other member-based organizations. Our flagship product, ClearVantage, is a comprehensive SaaS solution that provides cross-functional enterprise resource planning, customer relationship management, member relationship management, data warehouse and analysis tools, targeted marketing, workflow management, electronic commerce and web content management in one integrated solution. 

Euclid is in search of a bright and highly motivated Technical Support Analyst to join our team. As a member of our Client Success Team, you will be the problem solver and ambassador for our clients, owning client issues from start to finish.  You will spec out, manage and perform add-on projects; assist clients when they run into issues; and collaborate with clients and Euclid staff to ensure our products and services deliver success.    

Primary Responsibilities:

• Work closely with clients to understand each client’s business environment and provide opportunities to build existing customer relationships, to ensure the highest client satisfaction.
• Act as a liaison between the client and in-house development team.
• Perform software upgrades.
• Write reports using report writer.
• Troubleshoot client requests.  Issues to be resolved require a broad range of skills related to software installation, migration, upgrades and functionality.
• Provide training and opportunities for the client to utilize the system.
• Identify, document and report reoccurring client issues.
• Create and modify SQL queries, test SQL queries and data to make sure it is correct
• Assist in creating and updating current documentation.
• Participate in software upgrades and other duties to ensure the highest customer satisfaction.
• Perform outreach to re-engage clients and check in with them.

Skills & Competencies:

• Experience using an Association Management Sortwell System or other customized software application.
• Excellent oral and written communication skills.
• Demonstrated excellence in interpersonal skills and a customer service focus.
• Proven ability to research and resolve complex technical problems.
• Power user of general software applications (i.e., must be very comfortable working with software);
• Working knowledge of networking principles.
• Must possess a friendly, can-do attitude.
• Must be a team player and highly productive.
• Ability to identify opportunities to optimize clients’ business process to ensure utilization of best practices with a focus on those that will drive additional revenue.

Minimum Qualifications:

• Bachelor's degree, preferably in IT-related field.
• 2 - 8 years of experience in a related area
• Experience working with MS-SQL Server databases, and applications that run on top of them.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.