Technical Support Representative - Craftable

Schedule: In office, full-time, 5 days a week, Monday to Friday, 9:00 am - 6:00 pm

Location: Must be located in Dallas and/or be within commuting distance to our Dallas office

Company Overview: Craftable is a restaurant management platform founded in 2015 by Silicon Valley tech experts partnered with hospitality industry veterans. Our goal is to unite businesses with our best-in-class technology that is designed to save time and money. We collaborate with restauranteurs, operators, and accountants to reduce labor costs, increase efficiency, and drive profit for restaurants, bars and hotels. Our platform is built to accommodate operators from independent restauranteurs to regional and national chains.

Job Overview: We are looking for techie food lovers who are ready to work hard and take their career to the next level. We need energetic, hard-working people to join our team and grow their skills while adding value to our organization. Our fun and challenging culture will encourage you to think creatively, solve problems, and take initiative. If you have the skills we need and could be the peanut butter to our jelly, then we want to meet you!

What you will be doing:

• Respond to customer inquiries and managing correspondence via phone, email, and chat
• Develop a thorough understanding of our company’s technical platforms
• Acknowledge customer issues to provide solutions and/or alternatives in a timely manner
• Act as the technical liaison between internal teams and customers
• Track and analyze customer encounters to identify errors, inconsistencies and possible areas of improvement
• Educate customers on how to use our software by delivering platform training as their needs evolve
• Do remote screen shares to walk customers through software as needed
• Follow up with customers to ensure resolution and satisfaction
• Meet or exceed personal/team metrics
• Maintain a positive, empathetic and professional attitude toward all customers

What you should bring to the table:

• High school diploma or equivalent is preferred
• 2+ years of Customer Technical Support experience via inbound and outbound call, chat, and email
• 1+ year experience with troubleshooting Software as a service on SaaS-based platforms
• 2+ years of Microsoft Excel experience 
• Experience with meeting KPIs such as CSAT and SLA 
• Experience troubleshooting technical issues
• Experience with SQL is a plus
• Knowledge of cloud software suites such as G-Suite
• Experience in the hospitality industry a plus
• Excellent communication skills; written and verbal along with active listening
• Passion for the use of modern technology

What we offer in return:

• Medical, dental and vision insurance
• Generous vacation, sick, bereavement, personal, parental and reproductive loss leave
• Competitive salary
• 401(k) plan
• National holidays
• Vibrant company culture with frequent team building events
• Fast paced learning environment with significant availability for new opportunities to grow

Bring us your fondness for food service, your commitment to cocktails, and your penchant for problem-solving and help smooth the icing for everyone in the industry by applying now!