Technical Support Engineer – Tier II ON SITE ROLE MUST BE LOCATED/RESIDE IN MADRID About The Opportunity, And You… Provide technical support for Self Service kiosk, mobile application, and online products – US and International customers Experience Troubleshooting for internal, external customers and some third party entities; diagnose root causes to problems, and expeditiously identify and provide resolution Appropriately research, package and escalate to Tier III if necessary Document all product-related incidents accurately and completely using Salesforce CRM Review escalated incident reports, identifying recurring problems and pro-actively keep customers updated on issue status, including resolution Communicate and collaborate cross-functionally with Tillster's Product, Software Engineering, Quality Assurance, Project Management, and other internal teams to expedite resolution to customer-reported product issues Actively participate in product training and knowledge sharing among technical support team members, and others Be part of building and updating an Knowledge Base Very comfortable providing customers with technical support via phone, email, written and remote computer communications spanning product installation, operation, and maintenance Demonstrated, fluent verbal and written English and Spanish language skills Strong technical, technological, and analytical skills required Thorough Knowledge on Microsoft Windows Platform (devices and drivers), Microsoft Office and Network communication Experience troubleshooting Windows OS, Apple iOS and Android apps, Android and Apple Apps common user navigation issues Advanced troubleshooting and resolution skills required in: Internet technologies; TCP/IP networking and wireless solutions; database (SQL); Log Review Highly self-disciplined, self-motivated, organized. Ability to work independently with a minimum amount of supervision in a fast-paced environment, while effectively managing multiple tasks 2-3+ years' experience providing technical support Other Knowledge, Skills, And Abilities That Would Be Awesome… Point of Sale (POS) interface, configuration management and support experience (such as Micros, Xpient, Par, SICOM/Xenial, Aloha/Radiant POS) Proficiency in English & Spanish required Hands on using ticketing platforms such as Salesforce and JIRA and excellent at taking notes and documenting processes Education: BA/AA degree in computer science or related field strongly preferred High School Diploma/GED required A+/Network+ Certifications a plus The Interview Process Recruiter interview with a Talent Acquisition Specialist Interview with Project Team Final interview with our Head of Projects Spain Making a Difference in the Tillster Way Our mission is to empower restaurants and consumers globally, by empowering, supporting, and nurturing the people who are part of the global Tillster team. We want to ensure all employees feel respected, confident, and engaged. Creating an inclusive working environment is of the utmost importance to us. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.
Pay and Benefits (Spain) Health insurance: Tillster pays the premium for employee private health insurance. Employees have the option to add their spouse/dependents at the employee's cost. Holidays: local/municipal holidays in accordance with applicable Spain Labour laws, dependent on your employment start date. Vacation: Based on Spain Labor Laws Education, Learning & Development: We offer Udemy Learning courses; and ongoing learning and development opportunities. Tillster is proudly an Equal Opportunity Employer No Visa Sponsorship Principals only – no Agencies or calls please About Tillster
Headquartered in the USA, Tillster is the global leader in digital ordering and customer engagement solutions. For over a decade we have developed revolutionary self-service, ordering and payments solutions – for mobile, tablet, online, kiosk, call center, and more – creating personalized interactions based on consumer preferences, language, and currency. Our platform is compatible with 15+ unique POS systems, representing over 90% coverage in multi-unit restaurants. We offer one platform; one scalable, enterprise class solution – to create world-class digital engagement solutions.
Our mission and passion are one in the same: Empower restaurants and consumers to engage and transact anywhere, anytime, and from any device - one consumer at a time, one order at a time, billions of times over. In doing so, together we are transforming e-commerce in restaurants and make the till grow for Tillster and our customers.
Thriving at Tillster
As a member of Tillster, you will embody our core values:
Put Customers First: Prioritize the needs and satisfaction of our customers in all decisions and actions appropriate to Tillster's stage of development, resources, and stated goals. Collaborate: Work together effectively, leveraging diverse perspectives to achieve common goals. Innovate: Embrace creativity and pursue new ideas to drive progress and improvement. Operate from Data: Use strong critical thinking skills to make informed decisions based on accurate and relevant data. Drive Results: Focus on achieving tangible outcomes and delivering high performance. Own It: Take responsibility for your actions and the success of your work. Be Passionate and Have Fun: Bring enthusiasm to your work and enjoy the journey. Making a Difference in the Tillster Way
Our business and product mission is to empower restaurants and consumers globally; by empowering, supporting, and nurturing the people who are part of the global Tillster team. We are committed to fostering an inclusive and diverse work environment where every team member is respected, empowered, and encouraged to grow. To make this a reality, Tillster is dedicated to embracing diversity in all forms and is proudly an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, gender identity, sexual orientation, age, family/parental status, marital status, veteran status, disability, or any other protected status.
Follow us on: Tillster.com: https://www.tillster.com/ Tillster Careers: https://www.tillster.com/careers LinkedIn: https://www.linkedin.com/company/tillster/
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