Technical Support Engineer
hace 2 meses
.Technical Support Engineer Tier IION SITE ROLE MUST BE LOCATED / RESIDE IN MADRIDAbout The Opportunity, And YouProvide technical support for Self Service kiosk, mobile application, and online products for US and International customers.Experience troubleshooting for internal and external customers, diagnosing root causes to problems, and expeditiously identifying and providing 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 proactively keeping 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 a 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 of Microsoft Windows Platform (devices and drivers), Microsoft Office, and Network communication.Experience troubleshooting Windows OS, Apple iOS, and Android apps, including common user navigation issues.Advanced troubleshooting and resolution skills required in Internet technologies; TCP/IP networking and wireless solutions.Database (SQL); Log Review.Other Knowledge, Skills, And Abilities That Would Be AwesomePoint of Sale (POS) interface, configuration management, and support experience (such as Micros, Xpient, Par, SICOM/Xenial, Aloha/Radiant POS).Hands-on experience using ticketing platforms such as Salesforce and JIRA, with excellent note-taking and documentation skills.Education:BA/AA degree in computer science or related field strongly preferred.A+/Network+ Certifications a plus.The Interview ProcessRecruiter interview with a Talent Acquisition Specialist.Interview with Project Team.Final interview with our Head of Projects Spain.Making a Difference in the Tillster WayOur mission is to empower restaurants and consumers globally by 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 utmost importance to us.Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer
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