What are the responsibilities and job description for the Field Support Specialist position at TouchBistro?
TouchBistro is looking for a Field Support Technician (Destin Fort Walton Beach area Florida USA) to join our growing Product Support team and support our customers when they need it most.
To be successful in this role you will be responsible for providing on-site and remote technical support to customers, troubleshooting and resolving hardware and software issues, and installing Point-of-Sale (POS) systems at customer locations. This role requires a strong understanding of POS technology, excellent troubleshooting skills, and the ability to provide top-tier customer service in high-pressure situations. The technician will work both independently and as part of a team, ensuring that customers' systems are fully operational with minimal downtime.
What You’ll Do
- Provide prompt technical support for hardware and software issues, including troubleshooting, diagnostics, and repair.
- Perform break-fix services for TouchBistro POS system, peripherals, networks, and associated hardware.
- Support customers both on-site and remotely, using diagnostic tools and remote access software.
- Accurately document troubleshooting steps, solutions, and communication with customers in the service ticketing system.
- Install, configure, and test TouchBistro POS system, including terminals, printers, payment devices, routers and other peripherals.
- Perform network setup and configuration, ensuring proper connectivity between all components.
- Provide product support via phone, email and chat in a fast-paced contact center environment
- Collaborate with the project management and installation teams to ensure timely and accurate completion of installations.
- Build and maintain strong relationships with customers by acting as a reliable, knowledgeable, and approachable technical expert.
- Escalate unresolved issues to higher-level support teams while maintaining ownership of the issue until resolution.
- Maintain accurate records of all service activities, including detailed documentation of issues within our CRM
- Travel to customer locations as needed, often on short notice, to provide on-site support and installation.
- Participate in an on-call rotation to ensure after-hours support is available to customers when needed.
What You Bring
- You have 2 years of experience in technical support, field service, or a related IT support role
- You are able to coordinate with other technicians and support team as required to restore services
- You have proven experience with break-fix troubleshooting and repair of hardware systems, particularly POS hardware and peripherals (Apple & Android)
- You have strong knowledge of networking basics, including TCP/IP, LAN/WAN configurations, and router/switch setup.
- You have excellent communication and interpersonal skills, with the ability to clearly explain technical issues to non-technical users.
- You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role
- You must be available to work on call after hours/weekends on site
