Technical Support Associate

Join a dynamic team that thrives on agility, continuous learning, and a passion for helping others grow. In this role, you will serve as a vital link between restaurant partners and internal teams, ensuring a seamless customer experience through effective communication and problem resolution. Your focus will be on delivering exceptional support across multiple channels while contributing to the overall success of the business.

Key Responsibilities
- Act as the primary point of contact for customers via chat, email, and phone, ensuring high levels of customer satisfaction.
- Manage the entire customer journey by taking ownership of cases from initial contact through to resolution.
- Facilitate communication between restaurant partners and internal teams based in Pakistan to address and resolve customer queries promptly.
- Collaborate with Tier 2 Support and other stakeholders to escalate and investigate critical technical issues.
- Maintain detailed documentation of issues, highlighting root causes and their business impact.
- Utilize the AIO Platform to support restaurants with time-sensitive and critical operational tasks.

Required Qualifications
- Bachelor’s degree in any discipline.
- Minimum of 1 year of professional experience in Customer Support or Technical Support, preferably within the restaurant or hospitality industry.
- Excellent command of English, including reading, writing, and conversational skills.
- Strong interpersonal skills with the ability to build and maintain relationships with restaurant owners.
- High emotional intelligence and empathy to effectively handle customer interactions.
- Understanding of US cultural sensitivities.
- Passion for customer support and case management.
- Experience with CRM tools such as Hubspot, Salesforce, or Zendesk.
- Familiarity with data analytics, reporting, and documentation processes.

Preferred Qualifications and Benefits
- Prior experience supporting customers in the US market is highly desirable.
- Opportunity to join a Silicon Valley-funded startup focused on transforming the US restaurant industry through innovative technology.
- Work with a patented AI-driven platform designed to streamline restaurant operations, increase revenue, and improve profit margins.
- Be part of a mission-driven company aiming to simplify restaurant management by offering an all-in-one super app covering front-of-house and back-of-house needs.
- Engage in a fast-growing market valued at $55 billion, with the chance to contribute to a world-class team and make a significant impact.

This role offers a unique opportunity to grow professionally while helping restaurants thrive in a competitive landscape by leveraging cutting-edge technology and exceptional customer support.