Customer Support Specialist

hace 3 semanas

Juárez, México Hco Latam A tiempo completo

**About the Company**A leading innovator in the restaurant industry, offering a cloud-based platform designed to centralize accounting and back-office operations for restaurants.The company is committed to empowering team members to achieve exceptional results and advance their skills, fostering a culture of continuous improvement and striving to be "Best in Class."**Role Overview**The **POS Integration Support Specialist** is tasked with assisting customers in managing all POS integration functions.This includes handling communications through tickets, live chats, and phone calls, ensuring seamless support and issue resolution.**Responsibilities**- **Customer Support**:- Promptly gather necessary information to troubleshoot customer-reported issues.- Contact customers via phone or screen share to better understand and resolve problems.- Explain POS integration functions clearly to customers.- **Issue Resolution**:- Identify solutions to reported problems and communicate them effectively.- Diagnose software defects and escalate issues to the Lead Support team when required.- Route non-POS related customer issues to the appropriate teams.- **Documentation and Improvement**:- Manage and update personal ticket queues.- Identify and address gaps in the company's self-help documentation.- Document all reported defects thoroughly for internal analysis.- **Team Collaboration and Mentorship**:- Train and mentor new team members upon management request.- Participate in live chats to support the customer service team.- **Additional Duties**:- Assist in other assigned tasks.- Occasional travel may be required.**Key Skills Required**- Strong problem-solving abilities.- Effective communication skills for handling customer interactions.- Proficiency in analyzing and documenting software-related issues.- Collaborative mindset for cross-functional team support.Tipo de puesto: Tiempo completoSueldo: $7,****** - $150,****** al mesIdioma:- Inglés (Obligatorio)

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