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Product Support Technician

TouchBistroToronto, Ontario, Canada
On-site Full-time CA$45K/yr - CA$45K/yr

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Experience Level

Experience

Qualifications

QualificationsAt least 1 year of experience in customer support over the phone. A genuine passion for helping people and an ability to create rapport with clients. Excellent communication and active listening capabilities, with the skill to translate technical details for non-technical users. Comfortable working in a flexible 24/7 support environment while remaining professional under pressure. Proactive self-starter with a sense of urgency and problem-solving mindset. Willingness to work weekends, after hours, and overnight shifts as needed. Preferred QualificationsFamiliarity with Apple/iOS systems and computer networks. Previous experience in the restaurant or hospitality industries.

About the job

TouchBistro is looking for a Product Support Technician to join the Customer Success team in Toronto. The main focus of this position is to provide technical support for both hardware and software, assisting customers worldwide as they use TouchBistro products. The goal is to help users solve problems and get the most out of their systems.

What you will do

  • Offer helpful, friendly support via phone, email, and chat.
  • Troubleshoot wireless networks, printers, and payment devices, using clear explanations to guide customers.
  • Collaborate with colleagues across departments to resolve customer issues efficiently.
  • Turn each interaction into a positive experience by focusing on solutions and attentive service.
  • Share feedback from customers with the Product and Development teams to support product improvements.
  • Identify opportunities to streamline support processes and suggest ways to improve the customer journey.
  • Consistently meet departmental service level agreements while keeping customer needs in focus.

Location

This role is based in Toronto, Ontario, Canada.

About TouchBistro

TouchBistro is a leading provider of innovative point-of-sale solutions tailored for the restaurant industry. We empower restaurant owners with the tools to improve efficiency, enhance customer experiences, and drive profitability. Our commitment to customer success is at the heart of everything we do.

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