Technical Support Agent

Mexico City, Mexico
Full-Time

The Opportunity:
We are looking to add an enthusiastic, passionate Technical Support Agent to our customer support team. If you have experience with tech support for SaaS software companies, let’s chat.

This is an amazing opportunity to join a fast-growing restaurant software company, with some of the largest restaurant chains in the U.S. as customers. Backed by top venture capital firms, SynergySuite has expanded over the last 3 years across North America and Europe. For the right candidate, this is an opportunity to join a rapidly expanding technology team with strong potential to grow your career. We are currently building out our teams in Lehi, Utah; Mexico City, Mexico; Podgorica, Montenegro; and Dublin, Ireland.

What you’ll be doing:

  • Correctly enter, track and manage incoming support tickets via our supporting tools
  • Carry out Level 1 investigations, to correctly identify & troubleshoot customer issues
  • Directly access our database and perform SQL queries as part of your investigations
  • Be aware of our current solutions and upcoming releases as they become available
  • Perform other duties as required or deemed appropriate to the support team
  • Work in partnership with our international offices to help support the teams and our customers
  • Adhere to our onboarding, training and support standards and procedures

Qualifications:

  •  A degree in a technical field OR experience working in a technical role, performing installations, configuration and supporting a software product such as an ebusiness solution  
  • Experience in Microsoft suite of products, particularly Excel and Word
  • Experience with SQL
  • High level of fluency in English, and strong written and verbal communication skills
  • Analytical problem solving skills

Preferred qualifications:

  • Experience working with restaurants using inventory, HR or HACCP systems, and a knowledge of food and beverage management procedures
  • Previous experience with restaurant software systems
  • Previous experience with MySQL, Jira, FreshDesk, Zendesk and LogMeIn
  • Previous experience working with an automated support management and tracking tool in a support center environment
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