Job Title: Customer Technical Support Specialist (This is not a BPO Job but an opportunity to grow with a growing start-up)
About Foodship: Foodship is a dynamic and innovative software company based in Melbourne, Australia. We develop technology focusing on the hospitality industry, like standalone food ordering systems, point of sale, and self-ordering kiosks for restaurants and cafés. Currently, we operate in Australia, and New Zealand, with many existing clients. We have recently launched our products in India, and we are all set to take the Indian market by storm.
IN Website: Foodship.co.in
AU Website: Foodship.com.au
Job Type & Location: Full-time & Work From Home.
Job Overview: We are seeking a dedicated and customer-focused Technical Support Specialist for our Post Sales Servicing team. The ideal candidate should be passionate about exceeding customer expectations, resolving issues, and maintaining strong relationships with our B2B & B2C clients.
How to Apply:
If you are passionate about providing top-notch customer service and want to be part of a dynamic team at Foodship, please send your resume and a cover letter detailing your relevant experience to hr@foodship.co.in. Please include “Technical Support Executive Application – [Your Name]” in the subject line.
Include a mandatory short video (in english language) with the camera focusing on you, divided in two parts
Part 1: Explain your knowledge and experience, and showcasing why you are best suited for this job.
Part 2: Visualize you have three different printers attached to your laptop/desktop with windows 11 as operating system. Explain in the short video, how will you make the third printer, named ‘X’, as the default printer?
Responsibilities:
• Provide first-line technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot technical issues related to our products, guiding customers through solutions or escalating issues to the appropriate teams.
• Develop and maintain a deep understanding of our products and services.
• Stay up-to-date on product updates, new features, and technical specifications.
• Contribute to the creation of user guides and FAQs to assist customers in resolving common issues independently.
• Effectively manage and prioritize support tickets to ensure timely resolution.
• Collaborate with cross-functional teams, including software development and quality assurance, to address complex technical issues.
• Communicate technical information to customers in a clear and understandable manner.
• Provide regular updates to customers regarding the status of their support tickets.
• Identify trends in customer issues and provide feedback to improve product usability and reliability.
• Contribute to the development of internal processes and knowledge base articles to enhance overall support efficiency.
• Identify and forward lead to the appropriate sales team.
Qualifications:
• Bachelor’s degree in a relevant technical field or equivalent work experience.
• Experience in technical support, preferably in a customer-facing role will be a plus but not mandatory.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced and dynamic environment.
Technical Skills:
• Familiarity with troubleshooting hardware and software issues.
• Basic understanding of networking concepts.
• Experience with customer support software and ticketing systems.
Soft Skills:
• Empathetic and patient demeanor when dealing with customers.
• Strong multitasking and organizational abilities.
• Ability to adapt to changing priorities and handle high-pressure situations.
Pay: ₹300,000.00 – ₹400,000.00 per year
Experience: Total work: 2 year (Preferred)
• Customer service: 1 year
Language: Good command over verbal and written English
Shift Timing: Rotational shift
