Technical Support Specialist (Tier 1/2) - Mexico

As a Technical Support Specialist (Tier 1/2) at Craver, your main responsibilities include providing friendly and timely support via phone, email, and chat, troubleshooting technical issues related to our mobile apps, documenting customer interactions, and contributing to our knowledge base. You'll also be identifying complex issues that need to be escalated to senior staff, all while ensuring a fantastic experience for our customers.

To become a Technical Support Specialist (Tier 1/2) at Craver, candidates should have 1-2 years of experience in a similar customer-facing role, preferably in a software or SaaS environment. A basic understanding of mobile apps, web technologies, strong analytical skills, and excellent communication abilities are also essential. A passion for customer service and adaptability in a fast-paced setting is a plus!

Craver prefers candidates who have 1-2 years of experience in a customer support role, especially in software or SaaS. Familiarity with the restaurant industry or POS systems can be beneficial but isn't mandatory. Importantly, applicants should possess a strong desire to help customers and learn continuously.

The work environment for a Technical Support Specialist at Craver is dynamic and engaging. As part of a fast-growing startup, you'll be surrounded by a team-oriented culture that encourages open communication and teamwork. Regular company events and team-building activities are part of the experience, ensuring a lively workplace.

Craver is committed to the professional growth of its employees, including Technical Support Specialists. We offer opportunities for advancement within the company, access to continuous learning about product features and industry trends, and a culture that supports professional development through collaboration and innovation.

When answering this question, focus on a specific instance, detailing the approach you took to troubleshoot the issue, the steps you followed, and how your resolution positively impacted the customer. Make sure to highlight your problem-solving skills and ability to communicate clearly.

Talk about your strategy for assessing urgency, perhaps mentioning how you prioritize based on the severity of the issues or the needs of the customers. Highlight the importance of effective communication and keeping customers updated throughout the support process.

Do your homework prior to the interview! Discuss Craver’s focus on enhancing customer experiences through mobile apps specifically tailored for the restaurant industry, mentioning features like loyalty programs and single tap reordering. Demonstrating knowledge about the company's mission shows your genuine interest.

Describe your approach to diffusing tension, which might include listening actively, empathizing with their concerns, and working collaboratively to find a solution. Emphasize the importance of patience and professionalism in maintaining customer satisfaction.

Provide a brief overview of the technical concepts you’re familiar with, including basic programming concepts, troubleshooting methods, or the user experience perspective. Being able to articulate your knowledge clearly reflects your suitability for the Technical Support Specialist role.

Express your enthusiasm for problem-solving and support while aligning your values with Craver's commitment to improving customer engagement in the restaurant industry. Demonstrating a passion for helping others and a growth mindset is key here.

Mention specific help desk software, ticketing systems, or communication tools you have experience with. Highlighting your ability to adapt to new technology quickly can give you an edge in this technical role.

Choose a scenario where you collaborated effectively with colleagues to achieve a common goal. Emphasize skills like teamwork, communication, and your proactive approach to problem-solving, illustrating how these attributes led to success.

Talk about your commitment to continuous learning—attending webinars, following relevant blogs and news sites, and participating in online courses. Showing that you actively pursue knowledge enhances your marketability as a Technical Support Specialist.

Share your aspirations clearly and connect how the experiences and opportunities provided by Craver align with your future plans. This could include professional development in technical expertise or leadership roles within the customer support field.