Product Support Technician
TouchBistro
TouchBistro is seeking a Product Support Technician to join our Customer Success team. This role is ideal for a tech-savvy problem solver who thrives in a fast-paced, troubleshooting environment. You will provide exceptional hardware and software support to our global customers, ensuring a positive experience and fostering strong customer relationships.
What You'll Do
- Transform customers into "Raving Fans" through exemplary customer service.
- Deliver hardware and software support via phone, email, and chat in a clear and approachable manner.
- Troubleshoot wireless networks, printers, and payment devices while communicating in plain language.
- Collaborate with internal teams to resolve customer issues promptly and effectively.
- Act as a customer advocate by sharing feedback with Product and Development teams to enhance our platform.
- Identify and implement process improvements to enhance the customer journey.
- Consistently meet departmental SLAs and achieve personal goals with a customer-centric approach.
What You Bring
- Passion for helping people with an ability to build rapport with customers.
- Strong communication and active listening skills with the ability to explain technical details to non-technical users.
- Flexibility and adaptability in a 24/7 support environment while maintaining professionalism under pressure.
- Self-starter with a sense of urgency, solution orientation, and ownership.
- Availability to work weekends, after hours, and overnight shifts.
Nice to Have:
- Experience with Apple/iOS and computer networks.
- Previous experience in the restaurant and/or hospitality industry.
As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.
Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.
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.
