Technical Support Associate

Join a dynamic team that values agility, continuous learning, and a collaborative spirit aimed at uplifting everyone around you. In this role, you will engage directly with customers, ensuring their satisfaction while managing their journey from initial contact to resolution. You will work closely with restaurant partners and internal teams to address and resolve queries efficiently, contributing to a seamless customer experience.

Key Responsibilities

- Customer Facing & Handling: Serve as the primary point of contact for customers through multiple channels including chat, email, and phone, delivering exceptional service and support.
- Case Resolution & Customer Journey: Own the entire customer journey by managing cases from the first interaction through to successful resolution.
- Cross-Functional Communication: Act as a liaison between restaurant partners and internal teams based in Pakistan to ensure timely and effective resolution of customer issues.
- Stakeholder Collaboration: Work closely with Tier 2 Support and other internal stakeholders to escalate and resolve critical technical problems.
- Documentation & Reporting: Maintain detailed documentation of issues, demonstrating a clear understanding of root causes and their business impact.
- Platform Operations: Utilize the AIO Platform to assist restaurants with urgent 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 strong 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 to better serve the market.
- Passion for customer support and case management with a proactive approach.
- Experience working with CRM tools such as Hubspot, Salesforce, Zendesk, or similar platforms.
- Familiarity with data analytics, reporting, and thorough documentation practices.
- Prior experience supporting the US market is highly preferred.

Preferred Qualifications and Benefits

Joining AIO means becoming part of a mission-driven company focused on transforming the US restaurant industry. Our platform integrates patented AI technology with exceptional customer support to empower restaurant owners to increase revenue, reduce costs, and improve profit margins. We provide an all-in-one super app that simplifies both front-of-house operations—such as ordering, payment, marketing, and rewards—and back-of-house management, including inventory, staffing, and financials.

As a member of this fast-growing, Silicon Valley-funded startup, you will contribute to our goal of becoming a major player in the $55 billion restaurant technology SaaS market. This is an exciting opportunity to work in a cutting-edge environment that values innovation, teamwork, and customer success.