Technical Support Specialist (Tier 1/2) - Mexico

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Requirements:

• 1-2 years of experience in a customer-facing technical support role (software/SaaS experience preferred).
• Basic understanding of mobile apps, web technologies, and networking concepts.
• Strong analytical and problem-solving skills with the ability to troubleshoot technical issues effectively.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• A passion for helping customers and delivering a positive support experience.
• Ability to collaborate effectively with team members and other departments.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Familiarity with the restaurant industry or POS systems.

Responsibilities:

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

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