Product Support Technician, TouchBistro

• 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!
• To be successful in this role, you will maintain a strong active customer community, resulting in overall customer happiness and increased customer retention rates!
• 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

Desirable

• TouchBistro is looking for a Product Support Technician to join our growing Customer Success team
• 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
• 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