Senior Technical Support Agent

<h2><strong>Senior Technical Support Agent </strong></h2> <p> </p> <h2><strong>What we do:</strong></h2> <p>We are a tech unicorn with headquarters in Dublin but with offices in London, New York, Barcelona. Our mission is to help restaurants flippin’ thrive by building technology that gives SMEs an advantage over competitors, like marketplaces.</p> <p>Our subsequent growth has been underpinned by the belief that key partnerships with restaurants and takeaways, helping them to build their brands and charging a fair fee, provide significant benefits to both restaurants and the Flipdish platform in the long term.</p> <p> </p> <h2><strong>Role</strong></h2> <p>Flipdish Senior Technical Customer Support Agents are experts in all Flipdish products including Online Ordering, POS, Kiosks, Mobile Apps and associated hardware. They deliver exceptional experiences to our customers every day, and act as the first point of escalation within the support team on complex issues. By providing guidance on configuration, diagnosing and resolving problems and using outstanding communication skills, the team ensure our customers are happy and successful with our product. </p> <p><br/><br/></p> <h2><strong>What You’ll Do: </strong></h2> <ul> <li>Respond to customer inquiries within agreed SLAs via multiple channels in a timely and accurate manner, showing empathy and professionalism in all interactions.</li> <li>Assist customers in setting up and configuring Flipdish products.</li> <li>Guide customers on product usage, best practices, and troubleshooting techniques, ensuring they fully understand the features and benefits of the product.</li> <li>Troubleshoot &amp; resolve technical issues. Where escalation is needed to resolve an issue, you will keep customers informed of issue resolution progress, and follow up to ensure customer satisfaction.</li> <li>Act as a first point of escalation for complex issues and queries reported by customers.</li> <li>Create and update technical documentation, FAQs, and knowledge base articles to facilitate self-help options for customers. Contribute to the continuous improvement of the support knowledge base by identifying recurring issues and suggesting improvements.</li> <li>Collaborate with the product and engineering team to report and escalate customer-reported issues. </li> <li>Provide regular feedback to the respective teams to enhance product functionality, identify bugs, and improve overall customer experience.</li> <li>Serve as a mentor to junior team members, </li> </ul> <p> </p> <h2><strong>You will have:</strong></h2> <ul> <li>3+ years of experience in a technical support or customer service role, preferably in a software, technology, or SaaS environment </li> <li>You have a strong technical aptitude with the capacity to rapidly grasp intricate software systems.</li> <li>You have excellent problem-solving and troubleshooting skills, and can analyse and resolve technical issues effectively.</li> <li>You are an exceptional communicator, both written and verbal, with the ability to explain technical concepts to non-technical customers.</li> </ul> <ul> <li>You are organised, responsive, detail oriented and, most importantly, you have a strong bias for action (i.e. you get things done). We are looking for someone who is extremely proactive in their work and can take the lead on keeping the ball rolling.</li> <li>You are a doer who is unfased by ambiguity and who thrives under pressure. The team at Flipdish works in a supportive, but rapid pace, and we are looking for someone with the intellectual and practical firepower to keep up.</li> <li>You have availability to work on a 4 x 10 rotating schedule including weekends.</li> <li>You are fluent in spoken and written English - with bonus points for proficiency in Spanish, Mandarin, French or German.</li> </ul> <p><br/><br/></p> <h2><strong>Flipdish Incentives:</strong></h2> <p>We are a growing startup that understands that amazing incentives will attract the best talent. In addition to a long list of incentives, we provide unparalleled opportunities for growth and development. If you are smart, ambitious and hard-working, we will do whatever it takes to convince you to join the Flipdish rocketship!</p> <p><br/><br/></p> <h3><strong>Some of our incentives include:</strong></h3> <p>🏡 Remote first and flexible working</p> <p>🌴25 days holidays per year + Plenty of company get together days!</p> <p>❤️‍🩹 Healthcare coverage for UK, Irish and US employees</p> <p>👩🏾‍🎓 Access to training and educational sponsorship</p> <p>🎭 Team meet ups and social events</p> <p><a href="https://www.flipdish.com/uploads/careers/benefits.pdf"><strong>🔗 Read more about our benefits here</strong></a></p> <h2><strong> </strong></h2> <h2><strong> Our Commitment to Diversity:</strong></h2> <p><em>No business embodies diversity like the food business. And at Flipdish we are committed to building an inclusive and diverse team that represents a variety of backgrounds