Enterprise Support Specialist

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

The Customer Experience Department

The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products.

As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide.

Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.

Your Impact

As an Enterprise Support Specialist, you will be responsible for technical support to our high-value customers, handling complex troubleshooting together with other teams and partners. You will work in a team where close collaboration for swift resolution is key to ensure business continuity. If scheduled during off hours and weekends, you will have extensive responsibilities to make sure that urgent customer escalations are accurately handled.

What you will do

Provide technical assistance to high-value accounts in support of their business needs through any communication channel available to the customer

Take proactive measures for effective troubleshooting and ticket resolution skills, ensuring thorough follow-ups and strengthening customer trust and satisfaction

Ensure alignment and consistency in our customer support through frequent interaction with other team members, CX Team Leads and Managers, members of other post-sales departments, Finance, Developers and Partnerships teams

Notify relevant internal stakeholders of any quality issues in flows, processes and documentation for continuous improvement

Take ownership and responsibility for escalations from customers and other teams and integration partners during off hours and weekends, making sure severe cases are correctly handled or escalated further to management

Confidently use AI and API development tools to assist in complex troubleshooting

What you will Bring

2-3 years of experience from restaurant digital order management environments & POS integrations

Strong ownership skills to ensure ticket follow-up and resolution is provided with high quality and in a timely manner

Solid technical skills and the ability to think creatively around troubleshooting, involving peers and other teams quickly to avoid any delays and making sure the right resources are applied.

Excellent structure and organization abilities to handle your workload efficiently using advanced CX management tools, ensuring a smooth workflow and timely resolution of customer support tickets

Polished communication skills to handle complicated customer issues and emotions, dealing with any criticism professionally. The role handles a lot of high-value Mid-Marked and Enterprise customers, which means high expectations.

Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time

Strong collaboration skills to work effectively across teams, fostering positive team dynamics and contributing to goals

Critical thinking and creative problem solving when faced with challenging issues which require out-of-the-box troubleshooting.

Autonomy and confidence to be self-driven and have the ability to handle pushback