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Product Support Technician

Do you have a passion for the restaurant industry and technology? Are you the unofficial Tech Support for your family and friends? Are you looking for a friendly and supportive team environment where your problem solving skills are challenged on a daily basis? Are you tired of the 9 to 5 life or looking for flexible full time hours? TouchBistro is looking for a Product Support Technician to join our growing team to support our global customers when they need it most. We pride ourselves on a team built out of restaurant professionals and technically savvy individuals.

This role is part of the Customer Success Department and focuses on technical product support for our POS software. The goal is to maintain a strong active customer community, resulting in increased customer retention rates.


YOUR DAY-to-DAY

  • Turn customers into “Raving Fans” using your exemplary customer service
  • Provide product support via phone and email and chat
  • Respond to customer support requests in a timely manner
  • Troubleshoot wireless networks, printers and payment devices
  • Answer software and hardware questions
  • Collaborate with internal teams to resolve customer issues
  • Deliver customer feedback to our Product and Development teams
  • Proactively find ways to enhance the customer experience
  • Achieve departmental SLA’s and quarterly personal goals
  • Navigate our software like a pro and stay up-to-date on new features and releases
  • Attend scheduled training sessions to maintain product/system knowledge and seek supplemental learning opportunities (e.g. shadowing)
  • Assist with adhoc projects and tasks as required
     

ALL ABOUT YOU

  • Available to work on weekends, after hours and overnight in a 24/7 environment
  • Ability to make timely decisions associated with process updates
  • Strong problem solving, analytical and troubleshooting skills
  • Computer literacy is required (Mac OS, iOS)
  • Restaurant background (preferred) or experience with a Point of Sale (preferred)
  • Experience with TouchBistro POS (highly preferred)
  • Apple hardware and software knowledge is strongly preferred
  • Teamplayer
  • Ability to work with minimal supervision
  • Coordinate with other technicians and support team as required to restore services
  • Strong interpersonal and communication (verbal and written) skills
  • Bilingual in Spanish is always a plus!
     


WHY CHOOSE US?

TouchBistro is an award-winning iPad Point of Sale system, built for restaurant people by restaurant people. We’re a team of thinkers, builders, doers, and innovators. While many of us have experience working at restaurants, some of us just have a true passion for the industry.

We’re venture backed by some of the best tech VCs in the world and are partnered with top innovators in the mobile, food, and payment industries.

We’re global and growing! TouchBistro is used in more than 100 countries worldwide and has offices in NYC, Austin, Chicago, London and headquarters in Toronto. We’re a fast-moving, ever-evolving company on a mission to change the way restaurateurs do business and help them succeed through our products and services, but we need talented, passionate people to help!

So, what do you say? Are you ready to become part of something awesome?

 

 

TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. 
Requests for accommodation due to a disability can be made at any stage of the recruitment process.

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