Tech Support Analyst

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!

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

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 available to work weekends, after hours, and overnight shifts

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

Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; 45,000—$45,000 CAD

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. Health, Dental, and Vision Benefits

Flexible Health and Wellness Plan

Parental Leave & top up

Employee Assistance Program

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.

Requests for accommodation due to a disability can be made at any stage of the recruitment process.