Technical Support Agent, Snackpass
Mandarin Speaker
Social commerce & self-serve technology for restaurants
Job no longer available
Social commerce & self-serve technology for restaurants
21-100 employees
Job no longer available
21-100 employees
Company mission
Snackpass is on a mission to make restaurant operators successful and guests happy.
Role
Who you are
- This position will be assisting clients in Mandarin & in English. Native level of one of the two languages is required. Professional proficiency in the second language is desired
- Curious, proactive, and over-communicative - not afraid to ask questions and jump into conversations to provide context or propose answers
- Excellent soft skills - we provide caring & capable service to our partners
- Strong critical thinking and problem analysis skills - able to use past experience and an array of tools to explore all variables before reporting an issue
- Ability to report technical issues, problem-solving steps taken, and proposed solutions or next steps in clear, organized English with proper punctuation
- A personal laptop and reliable high-speed internet access
- Ability to receive a Snackpass phone via mail and potentially purchase a SIM card (expensed) for WeChat conversations
- A quiet workspace with minimal background noise for conducting phone calls
What the job involves
- Snackpass provides hardware (printers, kiosks, credit card readers, etc..) and software solutions for quick-serve restaurants, and a Snackpass support agent knows how to troubleshoot all of our products
- Additionally, we conduct training and presentations and are able to provide in-depth explanations of all of our products in simple terms to help restaurant owners understand how it all works and fits together
- We assist restaurant owners, employees, and Snackpass technicians in installing and troubleshooting hardware and the associated software
- Monitor Salesforce & Intercom for inbound issues via phone, text, email, & live chat
- Follow documented troubleshooting procedures to resolve hardware & software issues with customers while providing excellent customer service
- Follow documented escalation procedures when resolutions do not work
- Read all posts in various assigned Slack channels & Notion documents daily to stay up to date on the latest changes in product, troubleshooting, and other developments
- Search for ways to contribute - when new tickets are not coming in, be proactive in helping resolve existing tickets, knowledge sharing with teammates, or adding relevant and useful details to ongoing conversations
- Role Logistics:
- 40 hours per week
- Tuesday - Friday 5 pm - 1 am EST
- Saturday 12pm - 8pm EST
- This is a contract, hourly position
Our take
Snackpass is a company aiming to set "the new standard for self-serve", with an all-in-one platform for quick-serve restaurants to streamline their operations, cut down on staffing costs, and provide a better customer experience.
Its social commerce platform comes in the form of an app for consumers, and a marketing platform for restaurants, with the company also supplying kiosks and POS for self-serve options. It also includes loyalty features that allow users to earn free food through pick-ups that can be claimed or gifted to others.
With the food delivery app landscape becoming increasingly over saturated, Snackpass have approached the competition in a unique manner with its social approach. It has seen massive success on student campuses where people are keen for convenience, and happy to try out new products.
Now one of the largest social commerce platforms in the US, Snackpass continues to grow across many US locations. It recently partnered with Stord, a cloud supply chain company, in order to update its processes and tech to support its changing needs as it pursues a larger expansion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-32% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2021
$70m
SERIES B
Dec 2019
$21m
SERIES A
Total funding: $93.3m
Company benefits
- Health, dental, and vision insurance
- Unlimited paid time off as well as 12 observed holidays
- Flexible location - though remote friendly, we also have cozy pods in San Francisco, Los Angeles, & New York
- Professional development stipend and help finding industry mentors
- Equipment (like laptops) as well as a home office stipend, and plenty of Snackpass swag
- 12 weeks paid parental leave
- Flexible hours
- Referral bonus
Company HQ
Tenderloin, San Francisco, CA
Leadership
Kevin Tan
(CEO)Studied Physics at Yale and was a member of Y Combinator's W18 batch. Co-founded Snackpass while still at Yale.
Jamie Marshall
(COO)Studied Neuroscience at Yale but dropped out in junior year to found Snackpass. Y Combinator graduate and a former Thiel Fellow.
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