Technical Support Specialist (Tier 1/2)

Job Description

About Craver: Craver is a leading provider of custom-branded mobile apps for the restaurant industry, specializing in features like loyalty & rewards, subscription services, and single tap reordering. We are dedicated to transforming customer engagement for quick-service restaurants and coffee shops across North America.

Position Overview: Craver is seeking a motivated Technical Support Specialist (Tier 1/2) to join our Customer Support team. This role is perfect for someone who enjoys solving technical problems, has a strong customer-service focus, and is eager to learn and grow in a fast-paced environment. The successful candidate will provide prompt and effective support to Craver customers, troubleshooting issues, answering questions, and ensuring a positive user experience.

Key Responsibilities:

• Customer Support: Provide timely and friendly technical support to Craver customers via phone, email, and chat.
• Issue Resolution: Troubleshoot and resolve a wide range of technical issues related to Craver's mobile apps and platform.
• Issue Escalation: Identify and escalate complex technical issues to senior support staff or development teams as needed.
• Customer Communication: Clearly communicate technical solutions to customers in a way that is easy to understand.
• Documentation: Accurately document customer interactions, issues, and resolutions in Craver's ticketing system.
• Knowledge Base: Contribute to the development and maintenance of Craver's internal knowledge base and help documentation.
• Product Feedback: Gather and share customer feedback with relevant internal teams to improve Craver's products and services.
• Continuous Learning: Stay up-to-date on Craver's product features, technical advancements, and industry trends.

Requirements

• Experience: 1-2 years of experience in a customer-facing technical support role (software/SaaS experience preferred).
• Technical Skills: Basic understanding of mobile apps, web technologies, and networking concepts.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to troubleshoot technical issues effectively.
• Communication: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Customer Service: A passion for helping customers and delivering a positive support experience.
• Teamwork: Ability to collaborate effectively with team members and other departments.
• Adaptability: Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Bonus: Familiarity with the restaurant industry or POS systems.
• Availability: Ability to work during US Pacific Timezone business hours (9 am to 6 pm) is mandatory to provide timely support to our North American customer base.

Benefits

• A dynamic, innovative work environment in a fast-growing startup.
• Competitive salary.
• Opportunities for professional growth and advancement.
• Engaging team culture with regular company events and team-building activities.