Philippines onlyAbout Craver: Craver is a leading provider of custom-branded mobile apps for the restaurant industry, specializing in features like loyalty & rewards, subscription services, and single tap reordering. We are dedicated to transforming customer engagement for quick-service restaurants and coffee shops across North America.
Position Overview: Craver is seeking a highly skilled Technical Support Specialist to join our Customer Support team. This role is ideal for someone who thrives on solving complex technical issues and delivering exceptional customer service. The successful candidate will be responsible for deep troubleshooting, analyzing logs, conducting scenario tests, and utilizing critical thinking to identify and resolve root causes of issues.
Key Responsibilities:
- Provide advanced technical support for Craver’s software products, addressing complex issues via email, phone, and live chat.
- Analyze system logs and user reports to investigate and diagnose issues.
- Test software under various scenarios to replicate customer issues and identify solutions.
- Work closely with the development team to communicate bug fixes and suggest enhancements.
- Maintain a high level of customer satisfaction through effective problem resolution and efficient communication.
- Develop and update internal knowledge bases and documentation.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Minimum of 3 years of experience in tier 2 or above technical support, software troubleshooting, or a similar role.
- Strong understanding of software operations, system monitoring, and debugging.
- Proficient in diagnosing and solving technical issues using system logs and test scenarios.
- Excellent analytical and problem-solving skills, with the ability to make sound decisions based on a clear understanding of first principles.
- Outstanding communication skills, capable of explaining complex solutions clearly and concisely to both technical and non-technical users.
- Experience with customer relationship management (CRM) tools and support ticketing systems.
- Familiarity with programming languages such as Python, Java, or similar.
- Availability during US Pacific Timezone business hours (9am to 6pm) is mandatory.
- Experience in the restaurant technology sector or with mobile application support is a plus
Benefits
- A dynamic, innovative work environment in a fast-growing startup.
- Competitive salary.
- Opportunities for professional growth and advancement.
- Engaging team culture with regular company events and team-building activities.
