Technical Support Specialist

hace 3 días

Madrid, Madrid, España Tillster, Inc. A tiempo completo
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Tillster, Inc. as a Technical Support Engineer. This is an exciting opportunity to work with a global leader in digital ordering and customer engagement solutions.

Key Responsibilities
  • Provide technical support for Self Service kiosk, mobile application, and online products for 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 proactively 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 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 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' experience providing technical support.
Requirements
  • BA/AA degree in computer science or related field strongly preferred.
  • High School Diploma/GED required.
  • A+/Network+ Certifications a plus.
What We Offer
  • 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.
About Tillster

Tillster is the global leader in digital ordering and customer engagement solutions. We empower restaurants and consumers globally by empowering, supporting, and nurturing the people who are part of the global Tillster team. We are committed to fostering an inclusive and diverse work environment where every team member is respected, empowered, and encouraged to grow.

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