Tech Support Associate

1 hour, 54 minutes ago
Contract
Junior
Customer and Technical Support
Popmenu

Popmenu

Popmenu provides a customer engagement platform specifically designed for the restaurant industry, enabling establishments to enhance their interactions with patrons and improve overall dining experiences.

Professional Services
251-1K
Founded 2016

Description

  • Serve as the first point of contact for incoming client questions across multiple support channels.
  • Listen carefully to clients, understand their perspective, and provide clear, professional, and friendly guidance.
  • Walk clients through basic troubleshooting steps and resolve common issues related to the Popmenu platform, restaurant tools, site behavior, and account questions.
  • Identify issues that require deeper investigation and route them to the appropriate Tier 2 or escalation resource.
  • Document cases thoroughly with clear notes to keep the team informed and maintain continuity.
  • Help improve self-service resources by identifying content gaps and contributing to knowledge base updates.
  • Flag recurring questions, patterns, and potential product improvements to support quality and performance improvements.

Requirements

  • 2 years of experience in client support, customer service, or a similar role.
  • A track record of delivering clear guidance and knowing when to escalate issues.
  • Experience supporting clients across chat, phone, email, and SMS.
  • Strong verbal and written communication skills with the ability to simplify technical concepts.
  • Advanced English proficiency at C1 level or higher.
  • Comfort with basic troubleshooting and willingness to learn more about domains, software, and website behavior.
  • Strong time management and organizational skills with the ability to handle multiple support channels at once.
  • Willingness to work weekends or adjusted hours when needed.
  • Team-oriented mindset and adaptability in a fast-paced environment.
  • Experience with Salesforce, Zendesk, Intercom, or similar help desk tools is a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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