Technical Support Specialist

2 weeks ago

Plano, Texas, United States Tabit - Restaurant Technologies Full time

Tabit is a leader in mobile restaurant point-of-sale (POS) technology, dedicated to transforming the hospitality sector through innovative solutions that enhance profitability and elevate business performance.

We are committed to exceeding our clients' expectations and delivering exceptional results. To support this mission, we are seeking a Level 1 Technical Support Specialist who is proactive, self-motivated, and possesses a solid understanding of restaurant and hotel operations. The ideal candidate will be highly organized, technically proficient, and capable of engaging with our customers in a professional and service-oriented manner, both via phone and in person.

The successful candidate will need to gain a thorough understanding of our suite of solutions, collaborate with operational and product teams to ensure seamless support processes, contribute to the enhancement of existing procedures, and grow alongside us as we expand.

Key Responsibilities:

  • Deliver technical assistance to customers through phone, email, and chat, identifying and resolving hardware and software challenges.
  • Implement menu modifications and order workflow changes as directed by customers.
  • Document and close service tickets in accordance with service level agreements, escalating urgent issues to management as necessary.
  • Collect and relay information from various sources to provide timely resolutions.
  • Assist with customer deployment and implementation tasks, including configurations, network setup, and menu/item maintenance, while offering best-practice guidance related to the Tabit product suite.
  • Collaborate with the product team to remain informed about product updates and new features that can benefit our customers.

Qualifications:

  • Minimum of 1 year of experience in a full-service restaurant in a front-of-house capacity is preferred.
  • A degree in a related field is advantageous but not mandatory.
  • Extensive experience in providing technical and networking support for software, hardware, and networking issues, along with exceptional customer service and troubleshooting abilities in the restaurant technology domain.
  • Familiarity with both legacy and cloud-based POS systems such as Aloha, Digital Dining, Revel, Toast, Micros, and others.
  • Willingness to work flexible hours, including nights, weekends, and holidays.
  • Proven ability to quickly learn new software solutions.
  • Experience in training, implementation, or technical support roles.
  • Strong organizational skills with the ability to manage multiple customer accounts effectively. Proficient in multitasking and time management.
  • Physical capability to lift up to 50 pounds and stand for extended periods.
  • Excellent verbal and written communication skills, along with strong interpersonal abilities.
  • Innovative, driven, motivated, results-oriented, and energetic.
  • Demonstrated customer service skills with a focus on a service-first approach.
  • Strong problem-solving skills and attention to detail.
  • Outstanding decision-making and analytical capabilities.
  • Technically savvy with a solid understanding of mobile technology (especially iOS) and network infrastructure (including routers, switches, access points, etc.).
  • Experience with CRM/Helpdesk tools, preferably Zendesk.

Benefits:

  • Competitive salary and compensation package
  • Comprehensive medical, dental, and vision coverage, along with 401(k) with company match, life insurance, short-term and long-term disability, and accident insurance
  • Stock options
  • Health Savings Account
  • Complimentary lunch and snacks in the office
  • Pet insurance
  • Employee referral incentives
  • Flexible spending account
  • Cell phone reimbursement
  • Generous paid time off and holidays
  • Hybrid or remote work options
  • Supportive team culture
  • And additional perks

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