talech Inc, is a leading cloud based mobile point of sale software solution provider, recently acquired by US Bank. From bars and restaurants to clothing stores and spas, businesses all over are choosing talech for it's simple interface and powerful use of data in the form of intuitive and intelligent software.

Our mPOS software solution allows businesses to run their business, simplify operations, and obtain key insights through powerful analytics to make better decisions.

We offer a world class 24/7 product support to our customers via email and phone to include (but not limited to) technical & installation support. Our customers love us.

What to expect working at talech:

Job Description:

Product support technicians support our customers as the primary point of contact via Phone, Email, and Live Chat. We answer our customers’ technical questions as well as supporting them to successfully use our Point Of Sale systems, hardware and software. Above all, we aim to address customers with concern, empathy and energy as we help them run their businesses using our talech software. As a product support technician, your performance would primarily rely on handling inbound calls and messages to meet our CSAT and SLA standards.

Experience requirements prefered:

• Previous experience handling customer interactions via Phone, Chat, or e-mail preferred
• Previous experience troubleshooting and resolving technical issues preferred
• Previous experience helping start, grow, or run small business ventures requiring payment solutions.
• Previous experience in payments, banking, register, credit card or software fields preferred
• A bachelor’s degree and / or equivalent experience in a previous online technical support role or with point of sale systems (for retail & restaurants)

General Duties (Including but is not limited to):

• Be the primary point of contact for customers to handle and resolve customer inquiries via live chat, phone & email (we offer a 24/7 service and operate in tandem with our US team to achieve this)
• Troubleshoot & respond in a professional & timely manner by asking the proper questions and making sound judgements using your understanding of the product
• Identify patterns in customer issues, triage effectively, escalate critical issues and suggest improvements working in collaboration with our engineering, product and support operation teams

Schedule – 37.5 working hours per week, 5 days a week. Days/hours vary depending on shifts, but our current team is working 7.30am-4pm or 9am-6pm (lunch hour included). New hours may include evening shifts and are subject to change.

Remote work – our current team is working remotely but we expect to work hybrid or full-time in the Dublin office before the end of 2021, keeping with best practice and adhering to HSE Covid19 recommendations.

Training – all new product support technicians receive training and mentorship in their first month for a week or two depending on scheduling. You will be walked through the systems, protocols and etiquettes for resolving customer queries. Upon finishing this, you are integrated into the team and will have vast resources for answering new queries as you learn more about the talech systems. It is a supportive group to be a part of!

• Meet performance standard expectations including Handle time, CSAT, and SLAs.
• Intimate knowledge of how businesses use register software and hardware to take payments Intimate knowledge of talech software, iPad, card readers, printers, and how they are networked.
• Ability to continuously and quickly pivot between customer service and technical issues
• Ability to independently solve, escalated and notate customer interactions on the contact
• Technically familiar with iOS operating systems (specifically iPads) and mobile payment systems
• Ability to explain technical steps or resolutions so any customer can follow and unders