Technical Support Agent l
IT, Customer Service
Mexico City, Mexico
Posted on Saturday, February 3, 2024
As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.
Our omnichannel solution serves as the driving force behind order management for fast-paced operations, providing seamless experiences for businesses and their customers. With real-time insights and analytics, our versatile and adaptable solution caters to businesses of all sizes in the hospitality and Q-commerce industry, spanning restaurants, delivery services, grocery stores, and more. With Deliverect, businesses don't just survive; they thrive in an ever-changing global landscape.
Our meticulously crafted solutions provide a multitude of benefits:
Growing Sales: Acting as a catalyst, we propel businesses to expand their customer base, accelerating order processing and improving order delivery times.
Optimised Operations: As specialists in fine-tuning business operations, we elevate overall efficiency while concurrently reducing operational costs.
Elevated Customer Satisfaction: Deliverect supports businesses in offering customers faster delivery times and a seamless ordering experience, ensuring unparalleled customer satisfaction.
Dynamic Team and Values
Embarking on our global expansion journey across strategic hubs in Europe, North America, South America, Oceania, Asia, and the Middle East, Deliverect is fuelled by ambition and mutual respect. Our tight-knit team thrives on continuous enhancements and personal growth.
Guided by unwavering values of ownership, collaboration, and learning, we provide individuals with an environment to conquer challenges and build determination. Our culture is deeply rooted in our growth story, originating from our Belgian startup roots. From our humble beginnings, we defied all odds in unity, transforming into a global force in the tech industry. We leave a positive impact on our customers and the individuals we serve, creating a lasting legacy in our collective journey.
At Deliverect, our Customer Experience team is the vital force propelling our customers towards unparalleled success. Envision us as the beating heart, offering tailored guidance and around-the-clock support to businesses of all sizes, ensuring they can fully harness the potential of our suite of products and thrive in their endeavours. With a customer-centric mindset deeply rooted in industry expertise, our global team passionately advocates for the needs and desires of our users.
We're not just a team; we're facilitators of continuous improvement, scaling successful business outcomes worldwide. Our diverse team proudly upholds the customer-focused values that define Deliverect. Our unwavering commitment to tailored support ensures that businesses have the assistance they need precisely when they need it.
As the central point of feedback, we continuously demonstrate our department's unyielding dedication to enabling customer success. We seamlessly combine a personalised touch with our industry-leading technology, creating a harmonious blend that sets us apart. Our goal? To be the driving force behind our customers' triumphs, proving that exceptional customer experience is not just a service but a fundamental part of the Deliverect journey.
As a Technical Support Specialist at Deliverect, you are the linchpin in our mission to empower restaurants and food service providers by ensuring our software seamlessly integrates with their operational needs. You will be the beacon that guides our customers through technical complexities, enabling swift resolutions to any challenges they encounter with their point of sale (POS) systems. This ensures uninterrupted connectivity with our partners, allowing our customers to excel in their business operations.
You will serve as the crucial link between Deliverect and our customers, offering both reactive and proactive technical support. By resolving tickets efficiently and providing anticipatory solutions, you ensure our customers' business success. We are committed to equipping you with an in-depth understanding of our products and fostering a learning environment that is as eager to teach as you are to learn.
Through our various support channels, communication is at the heart of your role, keeping close contact with customers as well as with internal teams. Your ability to convey solutions clearly and collaborate effectively will not only solve immediate problems but also contribute to the continuous enhancement of our customer experience at Deliverect.
A Typical Day
- Prioritize and Organize your tasks using advanced project management tools, ensuring a smooth workflow and the achievement of key milestones.
- Communicate Effectively with team members and stakeholders through regular updates, fostering a transparent and efficient work environment.
- Collaborate Across Teams, enhancing collective success and innovation through active participation in cross-functional meetings.
- Solve Problems with Critical Thinking, identifying and addressing challenges proactively to maintain agility and foresight in your daily operations.
- Adapt and Learn Continuously, embracing change and pursuing opportunities for professional growth and development.
- Previous Experience: At least 1 year of experience in technical support, customer service in tech, SaaS, or a related field.
- Education: A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. Certifications in tech support or customer service are advantageous.
- Communication: Exceptional verbal and written communication skills, essential for interacting with both technical and non-technical stakeholders.
- Collaboration and Teamwork: Demonstrated ability to work effectively within and across teams, contributing positively to team dynamics and shared goals.
- Problem-solving and Critical Thinking: Strong analytical skills, with a knack for identifying, analyzing, and solving technical issues efficiently.
- Adaptability and Continuous Learning: Flexibility in the face of changing requirements, coupled with a commitment to continuous professional development.
- Risk-taking and Innovation: Willingness to explore innovative solutions and take calculated risks to drive improvement and advancement.
- Ownership and Transparency: A commitment to taking full ownership of tasks and projects, complemented by a dedication to transparent communication.
- For the Mexico Office: Fluency in English (mandatory) and Spanish, ideally French.
- For the Madrid Office: Fluency in English (mandatory) and French.
- Able to be on-site in our office at least 3 days per week (with some flexibility for working remotely)
- Hours of work Mexico: Working between 7-23 on a regular basis Monday-Friday, and weekends on a rotating schedule, holidays depending on business needs.
- Hours of work for Madrid: Monday-Friday 10-19 or 11-20 upon agreement. Potentially changing for shift work including weekends on a rotating schedule .
- We value empathy, effective communication, customer advocacy, problem resolution, collaborative approaches, and the celebration of shared successes.
Join Deliverect: Where You Shape Tomorrow's Success
At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fuelled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.
What We Bring to the Table:
Unicorn Status: Join a fast-growing SaaS unicorn at the forefront of the order management industry.
Learning Opportunities: We invest in your growth with a dedicated learning budget and clear learning pathways.
Inclusive Policies: Our paternity/maternity policies, enhanced vacation entitlement, and working arrangements reflect our commitment to your success.
Diverse Team: Become part of an international team that values diversity, fostering a culture of transparency and visibility.
A Peek into Life at Deliverect:
Performance-Driven Freedom: Your contributions speak louder than the clock. Achieve flexibility by focusing on what matters—delivering impactful results. Your autonomy in choosing how you achieve success is recognised and celebrated.
Innovation Hub: Immerse yourself in a culture of constant innovation, where weekly releases and new features keep our products at the forefront.
Big Challenges, Bigger Solutions: Be part of a mission to solve some of the global tech industry's most significant challenges.
Equal Opportunities at Deliverect:
We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive.
Rights to Work:
While we welcome diverse backgrounds, it's crucial to note that applicants must have the legal right to work in the country of the role. Though we value contributions from various backgrounds, we currently can't offer financial support for relocation or travel assistance.
Supporting Your Journey:
If you need assistance or support during our recruitment process or require accommodations due to a disability, reach out to us at firstname.lastname@example.org. Join Deliverect, a workplace where culture meets career advancement.