Product Support Technician at TouchBistro

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

16 Mar, 26

Salary

0.0

Posted On

16 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Problem Solving, Communication, Active Listening, Adaptability, Self-Starter, Solution Orientation, Ownership, Collaboration, Troubleshooting, Feedback, Process Improvement, Networking, Hospitality Experience, Apple/iOS Experience

Industry

Software Development

Description

TouchBistro is looking for a Product Support Technician to join our growing Customer Success team! You are a tech savvy, problem solver who thrives in a collaborative, fast-paced, troubleshooting environment, where you can support our customers across the globe, when they need it most! In this position, you will provide exceptional hardware and software support to our customers. You will collaborate with internal teams to deliver customer feedback to ensure a positive customer experience. To be successful in this role, you will maintain a strong active customer community, resulting in overall customer happiness and increased customer retention rates! Your Impact Turn customers into “Raving Fans” using your exemplary customer service Provide hardware and software support via phone, email, and chat in a clear, supportive, and approachable way Troubleshoot wireless networks, printers, and payment devices while keeping customers informed in plain language Collaborate with internal teams to resolve customer issues quickly and effectively Act as the customer’s voice, sharing feedback with Product and Development to improve our platform Proactively identify ways to improve processes and the customer journey Consistently meet departmental SLA’s and achieve personal goals while maintaining a customer-first mindset What You Bring You are passionate about helping people and have a natural ability to build rapport with both customers You have strong communication and active listening skills, and can explain technical details to non-technical users with patience and clarity You are flexible and adaptable, and stay calm and professional under pressure while thriving in a 24/7 support environment You are a self-starter with a sense of urgency, solution orientation, and ownership You are available to work weekends, after hours, and overnight shifts Nice to have: You have experience with Apple/iOS and computer networks You have previous experience in the restaurant and/or hospitality industry You have a University/College degree in a relevant field What We Offer At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful. The Perks: Generous Time Off Program Health, Dental, and Vision Benefits Flexible Health and Wellness Plan Parental Leave & top up Employee Assistance Program Professional Development Volunteer Program Monthly Lunches About Us TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience. 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.

Responsibilities

Provide exceptional hardware and software support to customers while troubleshooting various devices. Collaborate with internal teams to resolve customer issues and share feedback for platform improvement.