Technical Support Representative, In-Store

Role overview

Provide technical and product support to hospitality operators using a business platform. You will help customers resolve issues, learn product features, and improve their setup to meet business goals, while contributing to a responsive support operation serving customers across regions.

Responsibilities

- Respond to customer questions through email, phone, and chat, resolving problems promptly and with care. - Explain product capabilities and guide customers through setup choices suited to their needs. - Develop strong working knowledge of the platform and how different customers use it. - Record troubleshooting steps and outcomes so interactions are clearly documented. - Prioritize requests according to customer impact and urgency. - Use support and business systems to track cases and find relevant information.

Requirements

- At least one year of experience in customer-facing support or strategic account work, ideally in B2B, software-as-a-service, or hospitality. - Strong written and spoken communication, with a record of building trusted customer relationships. - A customer-focused approach that balances empathy with effective problem solving. - Analytical, resourceful, and able to manage several requests with reliable follow-through. - Collaborative attitude and comfort working in a fast-moving environment. - Technical curiosity and interest in technology used by hospitality businesses.

Nice to have

Familiarity with customer support or work-tracking tools such as ticketing, project management, or CRM systems.

Benefits and work setup

This is a full-time hourly role. Multiple shifts are available, and availability for at least one weekend day is required. The support operation runs around the clock.