About this Enterprise Support Specialist role at Deliverect
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
