What are the responsibilities and job description for the Support Technician (India Remote Role) position at PepperHQ Limited?
About Us
Pepper is a London-based startup on a mission to build the leading cloud and mobile SaaS platform for digitising traditional restaurant, coffee, and bar businesses. We deliver white-labelled apps that allow businesses to handle mobile payments, loyalty, and marketing messages, thus engaging with their customers in real time and increasing sales and operational efficiency. We have around 1000 locations live across the UK and US.
Pepper is a London-based startup on a mission to build the leading cloud and mobile SaaS platform for digitising traditional restaurant, coffee, and bar businesses. We deliver white-labelled apps that allow businesses to handle mobile payments, loyalty, and marketing messages, thus engaging with their customers in real time and increasing sales and operational efficiency. We have around 1000 locations live across the UK and US.
Job Description - Support Technician
We are looking for a Technical Support Engineer to provide assistance to our customers. You will diagnose and troubleshoot software problems and help our merchants resolve issues with their customer-facing apps, integrations, and platform configuration. Merchants using the Pepper software for ordering, loyalty, marketing, and other customer-facing journeys face all sorts of challenges when problems arise. You'll act as a bridge between the Pepper customers and internal technical resources. You'll take incoming support tickets from customers and triage and investigate them appropriately. To be qualified for this role, you should have a relevant technical qualification in Business IT Systems, Computer Science, or similar. You'll work with the UK-based team daily and follow UK hours (1:30 pm - 10:30 pm IST).
This role will include some evening and weekend working on a rota basis.
Ideal Skills & Qualifications
- 1 year work experience as a Technical Support Engineer supporting enterprise SaaS solutions or very strong other customer service experience
- Experience implementing/installing or supporting software for Hospitality or Retail merchants
- Good understanding of computer software and mobile apps
- Ability to diagnose and troubleshoot basic technical issues
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Minimum qualification of a diploma in Information Technology, Computer Science, or a relevant field
- Knowledge of hospitality or retail operating practices would be beneficial
What’s in it for you
- Competitive Salary
- Excellent opportunity to develop your skills in a variety of areas
- Small team with experienced peers
- Work closely with some great restaurant brands (GBK, Young's Pubs, Revolution Bars)
- This is an opportunity starting ASAP.
Qualification
- BE/B.Tech/MCA degree in Computer Science, Engineering, or related field.
Location
- Fully Remote (Must visit Bangalore office once a month)