Enterprise Support Specialist

Deliverect; Ciudad de México; On-site; MXN 360,000 - 600,000; Full time

Benefits offered by this job

Learning budget

Job summary

Deliverect is seeking an Enterprise Support Specialist to provide technical assistance to high-value accounts, handling complex troubleshooting with cross-functional teams. You will own escalations, maintain ticket quality, and ensure business continuity across communication channels.

Fluency in English is required, and candidates must have the right to work in the country. You will collaborate with CX, Finance, Developers and Partnerships to resolve issues efficiently and will use AI tools to

Qualifications

• 2-3 years of experience from restaurant digital order management environments & POS integrations.
• Strong ownership skills to ensure ticket follow-up and resolution is provided with high quality and in a timely manner.
• Solid technical skills and the ability to think creatively around troubleshooting, involving peers and other teams quickly to avoid any delays and making sure the right resources are applied.
• Excellent structure and organization abilities to handle your workload efficiently using advanced CX management tools, ensuring a smooth workflow and timely resolution of customer support tickets.
• Polished communication skills to handle complicated customer issues and emotions, dealing with any criticism professionally.
• Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time.
• Strong collaboration skills to work effectively across teams, fostering positive team dynamics and contributing to goals.
• Critical thinking and creative problem solving when faced with challenging issues which require out-of-the-box troubleshooting.
• Autonomy and confidence to be self-driven and have the ability to handle pushback.

Responsibilities

• Provide technical assistance to high-value accounts in support of their business needs through any communication channel available to the customer.
• Take proactive measures for effective troubleshooting and ticket resolution skills, ensuring thorough follow-ups and strengthening customer trust and satisfaction.
• Ensure alignment and consistency in our customer support through frequent interaction with other team members, CX Team Leads and Managers, members of other post-sales departments, Finance, Developers and Partnerships teams.
• Notify relevant internal stakeholders of any quality issues in flows, processes and documentation for continuous improvement.
• Take ownership and responsibility for escalations from customers and other teams and integration partners during off hours and weekends, making sure severe cases are correctly handled or escalated further to management.
• Confidently use AI and API development tools to assist in complex troubleshooting.

Skills

Restaurant POS

Ownership

Troubleshooting

CX tools

Communication

Multi-channel support

Collaboration

Critical thinking

Autonomy

Job description

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

The Customer Experience Department

The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.

Your Impact:

As an Enterprise Support Specialist, you will be responsible for technical support to our high-value customers, handling complex troubleshooting together with other teams and partners. You will work in a team where close collaboration for swift resolution is key to ensure business continuity. If scheduled during off hours and weekends, you will have extensive responsibilities to make sure that urgent customer escalations are accurately handled.

What you will do:

• Provide technical assistance to high-value accounts in support of their business needs through any communication channel available to the customer

• Take proactive measures for effective troubleshooting and ticket resolution skills, ensuring thorough follow-ups and strengthening customer trust and satisfaction

• Ensure alignment and consistency in our customer support through frequent interaction with other team members, CX Team Leads and Managers, members of other post-sales departments, Finance, Developers and Partnerships teams

• Notify relevant internal stakeholders of any quality issues in flows, processes and documentation for continuous improvement

• Take ownership and responsibility for escalations from customers and other teams and integration partners during off hours and weekends, making sure severe cases are correctly handled or escalated further to management

• Confidently use AI and API development tools to assist in complex troubleshooting

What you will Bring:

• 2-3 years of experience from restaurant digital order management environments & POS integrations

• Strong ownership skills to ensure ticket follow-up and resolution is provided with high quality and in a timely manner

• Solid technical skills and the ability to think creatively around troubleshooting, involving peers and other teams quickly to avoid any delays and making sure the right resources are applied.

• Excellent structure and organization abilities to handle your workload efficiently using advanced CX management tools, ensuring a smooth workflow and timely resolution of customer support tickets

• Polished communication skills to handle complicated customer issues and emotions, dealing with any criticism professionally. The role handles a lot of high-value Mid-Marked and Enterprise customers, which means high expectations.

• Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time

• Strong collaboration skills to work effectively across teams, fostering positive team dynamics and contributing to goals

• Critical thinking and creative problem solving when faced with challenging issues which require out-of-the-box troubleshooting.

• Autonomy and confidence to be self-driven and have the ability to handle pushback

Join Our Innovative Journey:

At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.

What You'll Gain by Joining Us:

Invest in Your Growth-

We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.

Solve Meaningful Challenges-

Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.

Drive Innovation-

Immerse yourself in a culture where innovation isn't just a buzzword - our weekly releases and new features ensure you're always working on cutting-edge solutions.

Collaborate with a Global Team-

Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.

Be Part of a Unicorn-

Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.

Enjoy Regionally Tailored Rewards-

Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you're supported with what matters most - right where you are.

Our Commitment to Inclusion:

We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.

Important Information:

1. Fluency in English is required, with strong written and verbal communication skills being essential.

2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.

3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process.

4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review.

If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at [e-mail].