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Technical Support Agent



IT, Customer Service
Mexico City, Mexico
Posted on Wednesday, March 8, 2023
Who are we?
Deliverect is a global SaaS unicorn that’s on a mission to help restaurants, dark kitchens, and food chains thrive. We simplify online order management to help them move faster so they can serve even more delicious food to their customers.
With over 300 million orders completed through our platform, we aim to be the backbone of on-demand food. Customers can manage inventory, track revenue growth, automatically update stock, adjust menus globally and spot new opportunities across platforms with ease.
Who we work with
We have hundreds of partnerships with major POS and food delivery platforms such as Lightspeed, TouchBistro, Toast, Square, Deliveroo, Uber Eats, Just Eat, DoorDash and many more. Our customers are some of the biggest and best in the world such as Taco Bell, Burger King, KFC, and Unilever.
Our team
Our teams are growing rapidly across Europe, Americas, Australia and the Middle East. Our people are ambitious, take ownership, and celebrate success with the entire team. Because we have a deep level of respect for each other, there is always room to learn and develop.
How you will contribute to our mission?
Our Technical Support Agent helps our existing customers optimise our product, resolving any issues in the point of sale (POS) so that it continues to connect to partners like Deliveroo, Takeaway, UberEats etc.
With your help our customers can resolve issues quickly so they can deliver for their customers, and our internal customer support teams can communicate technical issues with you for resolution.
You will be the technical support between customers externally and a point of contact for customer support teams internally. From Zendesk tickets to proactive support, you will make sure things work, helping customers with their issues. We will support you in understanding our product and help you develop your product knowledge; you just need the appetite to learn!
Communication and proactive technical support is central to the role; with our partners, customers and your colleagues. Close communication with customers, whether it’s by phone, email, video call or on-site visits. You make it work and solve their toughest challenges.

In this role you will

  • Solve the challenges customers are facing as fast as possible
  • Efficiently identify the cause of any issues
  • Solution-minded; troubleshooting and resolving technical issues
  • Collaborative: cooperate with the onboarding and development teams to optimise the customer experience
  • In short, you solve customer technical problems proactively, and communicate to our internal teams so we can make things easier for customers and partners.

Skills you'll need

  • You can speak English and Spanish fluently
  • Minimum 2 years’+ experience in a customer supporting role supporting technical products or SaaS or similar
  • You are able to deal with high volumes of questions coming from customers and partners
  • You are customer-oriented and can keep calm during stressful situations
  • You can work independently and know how to prioritise and problem solve
  • You are interested in the digital world (software/mobile) and have the ability to work cross-functionally in a fast-paced startup environment
  • Demonstrable experience in tech support or customer care
  • Able to be on-site in our office at least 2-3 days per week
  • Hours of work: Working between 7.00 am - 11.00 pm on a regular basis Monday - Friday, and weekends on a rotating schedule, holidays depending on business needs.

What we offer

  • Fast-growing SaaS scale-up recently awarded Unicorn status
  • Plenty of scope to develop and take ownership
  • Competitive salary
  • Range of benefits
  • We want to support everyone. We offer flexibility around working hours, locations and office days
  • Diverse international team; regular company and team events
  • Transparency and visibility including a weekly company sprint on vision, strategy, roadmap and progress
  • Constantly innovating product with weekly releases, constant new features and incremental optimisations
  • An early position in a scaling international scale-up with strong growth plans
  • Be a part of solving some of the biggest challenges facing the global food tech market
Equal Opportunities
Deliverect is dedicated to fostering an inclusive and diverse workplace where all individuals are treated with respect and provided equal employment opportunities. To achieve this, we are dedicated to continuously improving our practices to ensure equal opportunity and fairness for all employees. We actively seek applications from individuals who may be underrepresented in the industry, including but not limited to women, racial and ethnic minorities, individuals with disabilities, and members of the LGBTQ+ community. We believe that embracing a wide range of backgrounds, experiences, and perspectives strengthens our company and drives innovation.
Rights to Work
Please note, internal and external applicants must have the legal right to live and work in the country where the role is located in order to be considered. Proof of eligibility may be required during the recruitment process. While we value the contributions of individuals from various backgrounds, it's important to note that we are unable to provide financial support for relocation or travel assistance at this time.
If you require any assistance or support during our recruitment process, or an accommodation due to a disability, please don't hesitate to contact us at talent@deliverect.com.