Senior Technical Support Agent

Job Description

Senior Technical Support Agent

At Flipdish, we’re turning the tables in favour of independent restaurant and takeaway owners by providing them with the tools they need to make their lives easier. We provide our customers with a suite of powerful, but straightforward tech along with (real human) support, so they can thrive on their own terms.

Everything we do is designed to make running a restaurant satisfyingly simple, in a world that’s anything but.

About this role

Flipdish Senior Technical Customer Support Agents are experts in all Flipdish products including Online Ordering, POS, Kiosks, Mobile Apps and associated hardware. They deliver exceptional experiences to our customers every day, and act as the first point of escalation within the support team on complex issues. By providing guidance on configuration, diagnosing and resolving problems and using outstanding communication skills, the team ensure our customers are happy and successful with our product.

In this job, you’ll…

• Respond to customer inquiries within agreed SLAs via multiple channels in a timely and accurate manner, showing empathy and professionalism in all interactions.
• Assist customers in setting up and configuring Flipdish products.
• Guide customers on product usage, best practices, and troubleshooting techniques, ensuring they fully understand the features and benefits of the product.
• Troubleshoot & resolve technical issues. Where escalation is needed to resolve an issue, you will keep customers informed of issue resolution progress, and follow up to ensure customer satisfaction.
• Act as a first point of escalation for complex issues and queries reported by customers.
• Create and update technical documentation, FAQs, and knowledge base articles to facilitate self-help options for customers. Contribute to the continuous improvement of the support knowledge base by identifying recurring issues and suggesting improvements.
• Collaborate with the product and engineering team to report and escalate customer-reported issues.
• Provide regular feedback to the respective teams to enhance product functionality, identify bugs, and improve overall customer experience.
• Serve as a mentor to junior team members,

We’re looking for

• 3+ years of experience in a technical support or customer service role, preferably in a software, technology, or SaaS environment
• You have a strong technical aptitude with the capacity to rapidly grasp intricate software systems.
• You have excellent problem-solving and troubleshooting skills, and can analyse and resolve technical issues effectively.
• You are an exceptional communicator, both written and verbal, with the ability to explain technical concepts to non-technical customers.

• You are organised, responsive, detail oriented and, most importantly, you have a strong bias for action (i.e. you get things done). We are looking for someone who is extremely proactive in their work and can take the lead on keeping the ball rolling.
• You are a doer who is unfased by ambiguity and who thrives under pressure. The team at Flipdish works in a supportive, but rapid pace, and we are looking for someone with the intellectual and practical firepower to keep up.
• You have availability to work on a 4 x 10 rotating schedule including weekends.
• You are fluent in spoken and written English - with bonus points for proficiency in Spanish, Mandarin, French or German.

What you get

We’re a growing startup and we understand that amazing incentives will attract amazing talent. As well as the perks, we provide unparalleled opportunities for career growth. If you’re smart, ambitious, and hard-working, we’ll do whatever it takes to make you a Flipdisher!

Some of our incentives include:

🏡 Flexible working - work in a way that works for you

🌴25 days holidays per year and plenty of company get togethers!

☀️Summer Fridays

❤️‍🩹 Healthcare coverage for UK, Irish, and US employees

👩🏾‍🎓 Access to training and educational sponsorship

🎭 Team meet-ups and social events

🔗 You can read more about our benefits here

🦄 About Flipdish

We’re Flipdish, an Irish unicorn (valued at over $1bn), serving independent restaurants in a world transformed by tech. No matter how fast Flipdish has grown, we’ve evolved around our customers and their needs. We’re not just an end-to-end ecosystem of technology, but a team committed to supporting people in the food industry.

We go to great lengths to understand our customers (check out our C-suite on work experience). We’re food industry natives. We’ve worked in busy kitchens and run busy restaurant franchises. We don’t just help our customers deal with real life problems, we give them a way of competing with the big chains, growing on their own terms, and falling back in love with what they do.

🫀Our culture

At this point, you might expect the usual spiel about how great a place Flipdish is to work at and how great our work culture is (and it is!). But, this all depends on our employees. And that’s because we trust our employees to define what sort of an employer Flipdish is.

Transparency is hugely important to us. We listen to one another. We collaborate. And we give everyone a way to grow their careers through a supportive environment.

We’re a company that values diversity, inclusion, and wellbeing as standard. We believe in balance, not burnout. Every Wednesday is meeting-free and we get Summer Fridays (Fridays off during the summer). And all permanent employees qualify for our share scheme because we share our success.

We’re flexible employers. We have teams based on both sides of the Atlantic who get their jobs done both from home and from some of our beautiful offices in bustling cities like New York, London, Barcelona, and Dublin.

So, if you want to join a genuinely friendly team, take a look at our current openings and get in touch. And if you don’t see an opening just yet, do get in touch and register your interest with us anyway. We’ll be in touch as soon as something suitable opens up.

🙈Don’t be shy. Apply.

We know that imposter syndrome can be a thing. Don’t let it be. We want enthusiastic people from all backgrounds. If you feel like you’re up for working with us, get in touch.

We also understand neurodivergent candidates might need assistance. That’s not a problem in the slightest. Just reach out to us, we’d love to hear from you.