Technical Support Specialist

2 weeks ago

Noida, India TechRyde Inc. Full time

Company Description:

At TechRyde, we develop software that helps restaurants operate smoothly and efficiently. Our solutions make online and in-person food ordering simple and quick, while enabling restaurants to manage everything effortlessly. We aim to simplify restaurant operations, from managing menus and preparing orders to enhancing customer satisfaction. If you're passionate about transforming the restaurant industry and want to contribute your expertise to our team, join us in shaping the future of dining technology

Website:


Job Description:

We are seeking a proactive and customer-focused Technical Support Specialist to join our team. As a leading provider of restaurant technology solutions, we are dedicated to ensuring our clients receive outstanding support and service. The primary responsibility of this role is to handle support queries, manage team members across different locations, maintain service level agreements (SLAs), and assist in various technical aspects including software installations, system testing, and customer onboarding.


Key Responsibilities:

  • Support Query Handling: Provide timely and effective technical support to restaurant clients, addressing their queries and issues via phone, email, or ticketing system.
  • SLA Management: Monitor and manage service level agreements (SLAs) to ensure timely response and resolution of support tickets, minimizing escalations and meeting client expectations.
  • Team Management: Coordinate and supervise a team of support staff, including remote team members in other regions like India, ensuring smooth operations and high-quality support delivery.
  • Software Installations: Occasionally perform software installations and configurations for clients, ensuring compatibility and functionality according to their requirements.
  • Integration Onboarding: Assist clients in onboarding with third-party integrations such as UberEats, Grubhub, and other delivery platforms, ensuring seamless integration and functionality.
  • System Testing: Collaborate with the QA and development teams to conduct system testing, identify bugs or issues, and ensure the reliability and performance of our software solutions.
  • Sales Support: Provide technical assistance to the sales team during pre-sales activities, including product demos, technical presentations, and addressing customer inquiries.
  • Documentation and Training: Create and maintain support documentation, knowledge base articles, and training materials to empower clients and internal teams with technical knowledge.


Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience in technical support roles, preferably in the restaurant technology industry.
  • Strong technical aptitude with the ability to troubleshoot software and hardware issues effectively.
  • Experience in team management and coordination, particularly with remote teams.
  • Excellent communication and interpersonal skills, with a customer-centric approach.
  • Familiarity with restaurant management systems, POS systems, and third-party integrations is a plus.
  • Ability to work under pressure and meet tight deadlines in a fast-paced environment.
  • Willingness to occasionally work outside regular hours to accommodate client needs or project requirements.

If you are a motivated and technically skilled individual with a passion for customer service and technology, we encourage you to apply for this exciting opportunity. Join our team and play a key role in providing exceptional support to our restaurant clients.


Job Type: Full-time, Night Shift

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