Restaurant Support Specialist

About Peppr:

At Peppr, we believe that technology should empower restaurants to thrive. Our mission is to provide restaurants with the tools they need to succeed in a fast-paced, ever-changing industry. Peppr POS (Point of Sale) provides SMB restaurants a cutting-edge management and transaction platform that targets solving their unique challenges and improves the efficiency of their operations. Join us on our journey to transform the restaurant experience, one transaction at a time.

About the Role:
The Restaurant Support Specialist will provide exceptional support to our restaurant clients, handling inbound and outbound communication through various channels, including phone, email, chat, and Slack. This role involves troubleshooting technical issues, configuring systems for new clients, training users remotely, and addressing customer service and billing inquiries. The ideal candidate will have a strong background in customer service, technical support, and system configuration. 

Key Responsibilities: 

Client Support: 

• Respond to and manage inbound support requests via phone, email, chat, and Slack from clients and the sales team. 

• Make outbound calls to follow up on support tickets, training sessions, and client inquiries. 

Technical Troubleshooting: 

• Diagnose and resolve system issues, including networking problems, bugs, user errors, and payment-related issues. 

• Provide step-by-step guidance to clients on system usage and troubleshooting. 

System Configuration: 

• Configure systems for new clients, including building menus and setting up back-of-house and front-of-house operations. 

• Ensure system setup aligns with client needs and operational requirements. 

Remote Training: 

• Conduct remote training sessions for clients, ensuring they understand how to use the system effectively. 

• Develop and maintain training materials and documentation to support client education. 

Customer Service: 

• Address billing-related inquiries and provide solutions to customer service issues. 

• Collaborate with internal teams to escalate and resolve complex issues. 

Continuous Improvement: 

• Identify areas for process improvement and provide feedback to enhance the client support experience. 

• Stay updated on system features, updates, and best practices to provide accurate and up-to-date support. 

Minimum Qualifications:

• 3+ years of experience in a customer support, technical support, or a related role, preferably in the restaurant or hospitality industry. 

• 1+ years of experience using support tools and systems, such as CRM platforms, chat applications, and ticketing systems. 

• 1+ years of experience with training and knowledge transfer, preferably in a remote setting. 

• Verbal fluency in English.

We’re also looking for:

• Familiarity with restaurant operations and point-of-sale systems. 

• Technical aptitude with a basic understanding of networking, payment systems, and software configuration.

• Strong problem-solving skills and the ability to diagnose and resolve technical issues.

• Ability to work independently and manage multiple tasks in a fast-paced environment. 

• Excellent communication skills, both verbal and written. 

Working Conditions: 

• This role may require occasional evening or weekend hours to accommodate client needs. 

• Ability to work in a fast-paced environment and adapt to changing priorities.