Product Support Technician

TouchBistro•Toronto, ON

About The Position

TouchBistro is seeking a Product Support Technician to join our Customer Success team. This role is ideal for a tech-savvy problem solver who thrives in a fast-paced, troubleshooting environment. You will provide exceptional hardware and software support to our global customers, ensuring a positive experience and fostering strong customer relationships.

Requirements

A minimum of 1 year of work experience supporting customers over the phone.
Passion for helping people with an ability to build rapport with customers.
Strong communication and active listening skills with the ability to explain technical details to non-technical users.
Flexibility and adaptability in a 24/7 support environment while maintaining professionalism under pressure.
Self-starter with a sense of urgency, solution orientation, and ownership.
Availability to work weekends, after hours, and overnight shifts.

Nice To Haves

Experience with Apple/iOS and computer networks.
Previous experience in the restaurant and/or hospitality industry.

Responsibilities

Transform customers into "Raving Fans" through exemplary customer service.
Deliver hardware and software support via phone, email, and chat in a clear and approachable manner.
Troubleshoot wireless networks, printers, and payment devices while communicating in plain language.
Collaborate with internal teams to resolve customer issues promptly and effectively.
Act as a customer advocate by sharing feedback with Product and Development teams to enhance our platform.
Identify and implement process improvements to enhance the customer journey.
Consistently meet departmental SLAs and achieve personal goals with a customer-centric approach.