Product Support Technician

TouchBistro; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading restaurant management software company in Toronto, Canada, seeks a Product Support Technician for their Customer Success team. The role involves providing technical support, troubleshooting issues, and ensuring customer satisfaction. Ideal candidates will excel in communication, demonstrate strong problem-solving skills, and be comfortable working in a fast-paced environment. The team works collaboratively to enhance customer experiences and drive retention.

Benefits

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

Qualifications

• Proven ability to provide clear, supportive hardware and software support.
• Experience in a 24/7 support environment is important.
• Ability to troubleshoot wireless networks, printers, and payment devices.

Responsibilities

• Turn customers into 'Raving Fans' through exceptional service.
• Provide support via phone, email, and chat.
• Collaborate with internal teams for quick resolution of issues.

Skills

Customer service excellence

Technical problem-solving

Strong communication skills

Active listening

Flexibility and adaptability

Education

University/College degree in a relevant field

Tools

Apple/iOS experience

Computer networks

Job 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.