Field Support Specialist

As a Field Support Specialist at TouchBistro, your primary responsibilities include providing technical support for various hardware and software issues, performing break-fix services for POS systems and related peripherals, and accurately documenting all troubleshooting steps in the service ticketing system. You'll also be expected to install, configure, and test TouchBistro POS systems at customer locations, ensuring minimal downtime and optimal functionality.

To qualify for the Field Support Specialist position at TouchBistro, you should have at least 2 years of experience in technical support or field service within the IT domain. A strong understanding of POS technology, experience in troubleshooting both hardware and software issues, and knowledge of networking basics such as TCP/IP are essential. Additionally, excellent communication skills are crucial to convey technical details to non-technical users.

The on-call rotation for the Field Support Specialist role at TouchBistro involves being available after hours and on weekends to respond to urgent customer support needs. This ensures that we maintain high levels of customer service and that any critical issues are addressed promptly, even outside of regular business hours.

A Field Support Specialist can expect to provide a range of support, including remote assistance through diagnostic tools and software, on-site technical fixes for POS systems, and customer education on how to effectively use the systems. You’ll also work closely with project management to ensure successful installation and setup at customer locations.

Working at TouchBistro as a Field Support Specialist means being part of a diverse, passionate team dedicated to providing top-notch support to restaurateurs. The environment is dynamic and supportive, promoting collaboration and creativity while allowing for individual growth. With a flexible work structure, many technicians work remotely, making it a balanced environment focused on both teamwork and autonomy.

In your response, highlight specific POS systems you've worked with, including any installations you've managed or issues you've successfully resolved. Discuss your troubleshooting techniques and how you ensure customer satisfaction during the process.

It's important to demonstrate your organizational skills. Explain how you assess the urgency of each issue, communicate effectively with customers, and manage your time to ensure that all problems are addressed promptly. Providing examples from previous roles can strengthen your answer.

Discuss your understanding of basic networking concepts such as TCP/IP and LAN/WAN configurations. Mention any hands-on experience you've had with setting up routers or switches, emphasizing your capacity to troubleshoot connectivity issues related to POS systems.

Focus on your ability to remain calm and collected under pressure. Discuss the strategies you employ to empathize with customers, reassure them, and investigate issues methodically, ensuring you communicate updates effectively as you work towards a resolution.

Highlight your commitment to thorough documentation practices. Explain how you document the troubleshooting process, solutions provided, and any communications with customers to maintain clear records within service ticketing systems.

Walk the interviewer through a specific scenario that showcases your technical acumen. Describe the problem, the steps you took to diagnose and resolve it, and the impact your solution had on the customer and the overall team.

Share what attracted you to TouchBistro, including their mission and values. Discuss how your own career goals and values align with the company's, and express enthusiasm for the opportunity to support restaurateurs in enhancing their operations.

Demonstrate your proactive approach to professional development by mentioning resources you utilize, such as industry publications, webinars, or training sessions. Provide examples where relevant, showcasing your ongoing commitment to learning.

Explain that effective communication, empathy, and expertise are essential for providing exceptional customer service. Describe how you integrate these elements in your interactions with customers to ensure they feel supported and valued.

Outline your process for escalating issues appropriately while maintaining accountability for customer satisfaction. Emphasize the importance of clear communication, letting the customer know their issue is being addressed with priority, and keeping them updated on progress.