Field Support Specialist

Summary

Join TouchBistro's growing Product Support team as a Field Support Technician in the Destin Fort Walton Beach area of Florida! You will provide on-site and remote technical support to restaurant customers, troubleshooting hardware and software issues related to TouchBistro's Point-of-Sale (POS) systems. This role demands strong POS technology understanding, excellent troubleshooting skills, and top-tier customer service. You'll work independently and collaboratively, ensuring minimal system downtime for clients. The position requires flexibility, including on-call availability for after-hours support. TouchBistro offers a vibrant work environment and a comprehensive benefits package.

Requirements

• You have 2+ years of experience in technical support, field service, or a related IT support role
• You are able to coordinate with other technicians and support team as required to restore services
• You have proven experience with break-fix troubleshooting and repair of hardware systems, particularly POS hardware and peripherals (Apple & Android)
• You have strong knowledge of networking basics, including TCP/IP, LAN/WAN configurations, and router/switch setup
• You have excellent communication and interpersonal skills, with the ability to clearly explain technical issues to non-technical users
• You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role
• You must be available to work on call after hours/weekends on site and on call

Responsibilities

• Provide prompt technical support for hardware and software issues, including troubleshooting, diagnostics, and repair
• Perform break-fix services for TouchBistro POS system, peripherals, networks, and associated hardware
• Support customers both on-site and remotely, using diagnostic tools and remote access software
• Accurately document troubleshooting steps, solutions, and communication with customers in the service ticketing system
• Install, configure, and test TouchBistro POS system, including terminals, printers, payment devices, routers and other peripherals
• Perform network setup and configuration, ensuring proper connectivity between all components
• Provide product support via phone, email and chat in a fast-paced contact center environment
• Collaborate with the project management and installation teams to ensure timely and accurate completion of installations
• Build and maintain strong relationships with customers by acting as a reliable, knowledgeable, and approachable technical expert
• Escalate unresolved issues to higher-level support teams while maintaining ownership of the issue until resolution
• Maintain accurate records of all service activities, including detailed documentation of issues within our CRM
• Travel to customer locations as needed, often on short notice, to provide on-site support and installation
• Participate in an on-call rotation to ensure after-hours support is available to customers when needed

Benefits

• Generous Time Off Program
• Health, Dental, and Vision Benefits
• Flexible Health and Wellness Plan
• Parental Leave & top up
• Employee Assistance Program
• Professional Development
• Volunteer Program
• Monthly Lunches