Provide technical support for Self Service kiosk, mobile application, and online products – US and International customers
Experience Troubleshooting for internal, external customers and some third party entities; diagnose root causes to problems, and expeditiously identify and provide resolution
Appropriately research, package and escalate to Tier III if necessary
Document all product-related incidents accurately and completely using Salesforce CRM
Review escalated incident reports, identifying recurring problems and pro-actively keep customers updated on issue status, including resolution
Communicate and collaborate cross-functionally with Tillster’s Product, Software Engineering, Quality Assurance, Project Management, and other internal teams to expedite resolution to customer-reported product issues
Actively participate in product training and knowledge sharing among technical support team members, and others
Be part of building and updating an Knowledge Base
Very comfortable providing customers with technical support via phone, email, written and remote computer communications spanning product installation, operation, and maintenance
Demonstrated, fluent verbal and written English and Spanish language skills
Strong technical, technological, and analytical skills required
Thorough Knowledge on Microsoft Windows Platform (devices and drivers), Microsoft Office and Network communication
Experience troubleshooting Windows OS, Apple iOS and Android apps, Android and Apple Apps common user navigation issues
Advanced troubleshooting and resolution skills required in: Internet technologies; TCP/IP networking and wireless solutions; database (SQL); Log Review
Highly self-disciplined, self-motivated, organized. Ability to work independently with a minimum amount of supervision in a fast-paced environment, while effectively managing multiple tasks
2-3+ years’ experiencing providing technical support
Other Knowledge, Skills, And Abilities That Would Be Awesome…
Point of Sale (POS) interface, configuration management and support experience (such as Micros, Xpient, Par, SICOM/Xenial, Aloha/Radiant POS)
Proficiency in English & Spanish required
Hands on using ticketing platforms such as Salesforce and JIRA and excellent at taking notes and documenting processes
Education:
BA/AA degree in computer science or related field strongly preferred
High School Diploma/GED required
A+/Network+ Certifications a plus
The Interview Process
Recruiter interview with a Talent Acquisition Specialist
Interview with Project Team
Final interview with our Head of Projects Spain
Making a Difference in the Tillster Way
Our mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged. Creating an inclusive working environment is of the utmost importance to us. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.
Pay And Benefits (Spain)
Health insurance: Tillster pays the premium for employee private health insurance. Employees have the option to add their spouse/dependents at the employee’s cost
Holidays:local/municipal holidays in accordance with applicable Spain Labour laws, dependent on your employment start date
Vacation: Based on Spain Labor Laws
Education, Learning & Development: We offer Udemy Learning courses; and ongoing learning and development opportunities
Tillster is proudly an Equal Opportunity Employer
No Visa Sponsorship
Principals only – no Agencies or calls please
About Tillster...
Tillster is the global leader in digital ordering and customer engagement solutions. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions. You will be part of a technology playground offering a fun, collaborative environment where ownership, problem solving, and teamwork are rewarded.