Support & Product Specialist

Incentivio is a fast-growing startup that serves the restaurant industry. During the pandemic our product is more important than ever, and we’re growing our team to continue to help as many restaurants as we can. We are looking for a hardworking, creative and highly motivated individual willing to work in a dynamic startup environment. As an early member of the customer support team, you will be uniquely positioned to have a significant impact on structuring the team, refining processes and defining metrics. The ideal candidate will be a mission-driven individual with a passion for delivering excellent service, solving problems and working within a team environment.

Job Description

• Monitor channels that report on errors clients are experiencing due to configuration/integration issues and resolve them on a daily basis
• Monitor incoming support tickets to see if they can be resolved or if they will need to be escalated to the development team and identified as a platform bug. Resolving these tickets could include but is not limited to: helping configure integrated and non-integrated Marketing Campaigns, issues related to restaurant menus, guiding back-end users on using the platform, or other issues caused by user error.
• Investigate and solve potential configuration issues
• Investigate potential bugs and work with the development team and/or Customer Success team to resolve them
• Refine existing processes and create new processes that allow us to better ensure our clients’ success in using the platform
• Participate in and run high-level meetings to identify opportunities to improve the platform to help make our clients more successful
• Proactively reach out to clients about potential or existing issues and offer potential solutions
• Work with the development team to document new features and leverage existing tools to inform Customer Success Managers, the sales team, and existing clients about these features.

Skills, qualifications & experience required

• Strong organizational skills
• Attention to detail
• Accountability
• Familiarity with widely used software including but not limited to MS Excel, Slack, Dropbox and more
• Ability to work both independently and in team environments to meet deadlines
• Able to demonstrate critical thinking
• Bachelor’s degree
• 1+ years’ experience in the restaurant technology industry a plus
• 1+ years’ experience in a support role a plus
• Experience with Postman, MySQL, and Project Management tools like Clubhouse are a plus

What will you learn?
We believe in empowering our team members to foster personal growth. Some of the skills you will learn or improve will include:

• Technical skills – especially in diagnosing and troubleshooting issues
• Tools that many cloud businesses use for ticketing, reporting, troubleshooting, configuration, and project management
• Designing and using metrics to measure and track customer service
• Creativity - by leveraging existing tools/feature and suggesting new ones in order to improve efficiency and scalability in a quickly growing company