AI-Driven Enterprise Support Engineer

Deliverect; Ciudad de México; Presencial; MXN 450.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning budget

Global team

Descripción de la vacante

Deliverect's Customer Experience team is seeking an Enterprise Support Specialist to provide technical assistance to high-value accounts, helping them optimize orders and POS integrations across restaurants and retailers.

You will collaborate with CX leads, Finance, Developers and Partnerships to resolve complex issues, use AI and API tools for troubleshooting, and own escalations during off hours to ensure service continuity.

Formación

• 2-3 years of experience from restaurant digital order management environments & POS integrations.
• Strong ownership skills to ensure ticket follow-up and resolution with high quality and in a timely manner.
• Solid troubleshooting skills, involving peers and other teams quickly to avoid delays.
• Excellent structure and organization abilities to handle workload efficiently using CX management tools.
• Polished communication skills to handle complicated customer issues and emotions professionally.
• Adaptability to provide stellar customer experience on any communication channel.
• Strong collaboration across teams to foster positive dynamics and meet goals.
• Critical thinking and creative problem solving for out-of-the-box troubleshooting.
• Autonomy and confidence to be self-driven and handle pushback.

Responsabilidades

• Provide technical assistance to high-value accounts through any communication channel available to the customer.
• Take proactive measures for effective troubleshooting and ticket resolution, with thorough follow-ups.
• Ensure alignment with CX Team Leads, Managers, other post-sales departments, Finance, Developers and Partnerships.
• Notify internal stakeholders of quality issues for continuous improvement.
• Take ownership of escalations from customers and partners during off hours and weekends.
• Confidently use AI and API development tools to assist in complex troubleshooting.

Conocimientos

Enterprise support

Troubleshooting

Customer communication

Cross-functional

AI tools

Descripción del empleo

Deliverect's Customer Experience team is seeking an Enterprise Support Specialist to provide technical assistance to high-value accounts, helping them optimize orders and POS integrations across restaurants and retailers.

You will collaborate with CX leads, Finance, Developers and Partnerships to resolve complex issues, use AI and API tools for troubleshooting, and own escalations during off hours to ensure service continuity.