Experience Required: 2-4 years
About the role:
Punchh is seeking a Support Specialist to join their Enterprise support team. Punchh is a SaaS-based product company based out of San Mateo, CA with our development unit headquartered in Jaipur, Rajasthan. As a Support Specialist, you will be a member of the Enterprise support team that is responsible to provide world-class customer support, identify root cause, advise of product change & data requests and resolution of POS related issues. We believe in hospitality, and stand behind our purpose of technology enhancing an amazing customer experience. We need a team player who has experience in application support role along with technical experience, who understands: how to communicate, the right way to implement and troubleshoot technology, and is deeply vested in providing exceptional support. The candidate must enjoy a fast paced work environment and be flexible with an on call rotation for after hours and weekend support.
Responsibilities:
- Provide assistance to customers, vendors through defined support standards including confirming expectations, information gathering and problem analysis to meet Service Level Agreements.
- Investigate and troubleshoot application level customer and guest (customers of our customers) issues related to the Punchh platform.
- Assign all incoming brand support requests to the appropriate support group if needed.
- Adopt flexible work time schedules and as required, be flexible to addressing critical after-hours customer issues in different time zones.
Must have:
- Min 2-4 years experience in application support along with technical experience specially in investigation & addressing issues. [Understanding of Point-of-Sale (POS) systems, network, hardware and/or firewall would be plus].
- B.Tech, BCA (IT & Computer Science) or equivalent.
- Experience working in SaaS Company.
- Confluence, JIRA (any CRM Tool- ZenDesk), API Related to- Postman
- Great to have skills in the area of either programming or QA domain.
- Basic understanding of iOS apps, Android apps, MS Office, Good communication
- Curious, investigative nature - skilled at probing and asking questions to get to the core of customer issues.
- Strong time management skills and the ability to respond well to time pressures and deadlines.
- Ability to prioritize and triage competing priorities and maintain focus on successful resolution of client issues and tasks.
- Customer empathy, strong desire to resolve issues towards customer happiness.
- Self-motivated and have a high sense of urgency
- Clear communicator, both in writing and verbally
- Good English communication skills
- Embraces a strong sense of accountability and ownership
- Knowledge of Point-of-Sale (POS) systems, network, hardware and/or firewall experience will be plus.
- Certification: ITIL (basic understanding is achieved) - good to have
- Basic DB Knowledge (Frontline) - not mandatory
Benefits
- Medical Coverage, to keep you and your family healthy.
- Compensation that stacks up with other tech companies in your area.
- Paid vacation days and holidays to rest and relax.
- Healthy lunch provided daily to fuel you through your work.
- Opportunities for career growth and training support, including fun team building events.
- Flexibility and a comfortable work environment for you to feel your best