Customer Support Specialist

hace 7 días


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 completo Sueldo: $7,000.00 - $150,000.00 al mes Idioma: - Inglés (Obligatorio)



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