Summary
Join TouchBistro's growing Product Support team as a Field Support Technician in Destin/Fort Walton Beach, Florida! You will provide on-site and remote technical support to restaurant customers, troubleshooting hardware and software issues related to 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. The position requires experience in technical support and familiarity with POS hardware and networking. TouchBistro offers a fun, vibrant work environment and various employee benefits.
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
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