What are the responsibilities and job description for the Product Support Specialist (Hybrid- Austin, TX) position at Stuzo?
Title
Product Support Specialist (also known as Technical Support Representative)
Location
Austin, TX, Hybrid 2 days per week in the Austin office
Reporting to
Sr. Manager of Technical Support
Shifts:
Monday - Friday 11:00am-8:00pm CST
Monday - Friday 2:00pm- 11:00pm CST
Position Description:
PAR is seeking a Product Support Specialist to join the Punchh Support team in our Austin, TX office. The Product Support Specialist plays an important role on the team in a customer facing capacity. Once trained on the Punchh marketing platform, they will be the point of contact for responding to and assisting business customers with questions related to the proper configuration of campaigns, software integrations and other features (loyalty, gift card management, etc.) designed and executed through the Punchh platform. We’re looking for someone who internalizes a passion for delivering excellence to customers and who has a strong interest in marketing technology platforms and serving business customers in the restaurant, convenient store, and retail industries. The ideal candidate will have a curious nature, a strong aptitude for asking the right questions, the ability to understand and uphold process and will have a strong desire to find solutions for the customers. Our team will be working on the same Punchh platform SaaS interface our clients use to investigate technical issues. This role is currently hybrid with in-office work 2x per week expected at our attractively located East 6th St office.
Unleash your potential: What you will be doing and owning:
- Interact with business customers by phone and email to assist them in supporting SaaS application and features in the Punchh marketing platform as well as Point of Sale and API integrations
- Investigate and troubleshoot technical issues at the application level related to the Punchh SaaS platform
- Understand customer business needs and goals for their marketing campaigns and segments built on the platform
- Where required, adopt flexible work time schedules, this role is 8:00a-5:00p CT or similar with some occasional on-call or overtime as needed. Hourly pay, non-exempt.
What We’re Looking For
- 5 or more years of technical/troubleshooting work experience with SMB and enterprise customers in an application support role in a SaaS company.
o Inclusive of 5 years of experience in two or more core areas: SMTP, DNS, HTML/CSS, Network troubleshooting, API Log reading, Mobile App troubleshooting, POS system implementation and troubleshooting
- Experience in marketing technology, loyalty program, or digital marketing campaign experience a plus
- Curious, investigative nature - skilled at probing and asking questions to get to the core of customer issues
- Strong time management skills and the ability to respond well to time pressures and deadlines
- Ability to prioritize and triage competing priorities and maintain focus on successful resolution of client issues and tasks
- Customer empathy and strong desire to resolve issues while maintaining customer happiness
- Impeccable attention to detail
- Clear communicator, on Teams conference calls as well as email
- Creative, resourceful problem-solver
- Embraces a strong sense of accountability and ownership
- Bachelor’s Degree with a technical background
Interview Process:
Interview #1: Phone Screen with Talent Acquisition Team
Interview #2: Video interview with the Hiring Manager (via MS Teams)
Interview #3: Video interview with the Team, including Technical Assessment (via MS Teams). This Interview will include a live technical assessment of the below foundational software troubleshooting skills/knowledge required for the role:
- SMTP, DNS, HTML/CSS,
- Network troubleshooting,
- API Log reading,
- Mobile App troubleshooting,
- POS system implementation and troubleshooting
This role may occasionally require working during holidays
PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact accommodations@partech.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.
