.Technical Support Engineer – Tier IION 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 toproblems, 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 a 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