Associate - Technical Customer Support
Kitopi, United Arab Emirates
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 17, 2021
Last Date
Apr 17, 2021
Location(s)
Job Description
Kitopi is the world’s leading managed cloud kitchen platform - we partner with restaurants and food concepts to help them expand beyond borders. Founded in 2018, our mission is to satisfy the world’s appetite and we currently work with over 150 brands.Kitopi (pronounced: Kee-Toh-Pee) stands for Kitchen Utopia. We serve as enablers to our brand partners in the food market by providing services centered around (but not limited to) sourcing, preparing, producing, and packaging - working closely with our delivery partners to help deliver exceptional food, on our customer’s terms.We are able to achieve this with our in-built, pioneering cloud kitchen technology - a first of its kind innovation.
Our services have also expanded beyond the kitchen to include groceries - Shop Kitopi, subscription-based meal plans, and a first of its kind on-demand food court concept Mix ‘N’ Match.Kitopi currently operates more than 50 kitchens across the UAE, KSA, and Kuwait, thanks to more than 1000 amazing Kitopians.And we can’t wait for you to join us.
What You’ll Do
So, what does it really mean to work at Kitopi?
We are constantly striving to make Kitopi the best place to work, in the world.We want to empower you to be the best version of yourself every single day - we wouldn’t have it any other way. Our Kitopi values act as our guiding principles to help ensure that everyone feels safe, included and that they belong.
While we currently operate in 3 countries, we are over 69 different nationalities of talented Kitopians. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0 tolerance policy against racism, bigotry, and hate.
Along with offices in all the markets we operate in, we also believe in a work from anywhere policy - you get to choose the environment you operate in because we believe that will help you deliver work you’re proud of.
Tech-enabled and customer-obsessed, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.
Our services have also expanded beyond the kitchen to include groceries - Shop Kitopi, subscription-based meal plans, and a first of its kind on-demand food court concept Mix ‘N’ Match.Kitopi currently operates more than 50 kitchens across the UAE, KSA, and Kuwait, thanks to more than 1000 amazing Kitopians.And we can’t wait for you to join us.
What You’ll Do
- As a part of our tech team you will be fully aware of the company’s service/product in order to be able to troubleshoot issues being faced by users, and keep operations running smoothly
- Ability to maintain good SaaS customer support structure.
- Lead, motivate, and develop support tech supporting structure across the organization
- Work cross-functionally with various teams (such as Product, Kitchen Operations, Growth, Quality Assurance)
- Experience in building and designing a ticketing system according to company’s need and streamline the requests to it (preferable Jira).
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Prioritize incidents based on impact and severity while ensuring SLA's are met.
- Ask product/service users targeted questions to quickly understand the root of the problem.
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
- Refer to internal databases or external resources to provide accurate tech solutions.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals (maintain a knowledge base).
- 2+ years of direct, hands-on management of all functions involved in tech support experience
- SaaS Customer Support and Success Specialist.
- Experience in working with SaaS business models and products.
- Excellent problem-solving skills (ability to diagnose and troubleshoot basic technical issues).
- Demonstrated ability to work well in a fast-paced, team-oriented environment and thrive on challenges.
- Attention to detail.
- Logical thinking.
- Expert governance and stakeholder management skills.
- Interpersonal skills needed for communication with colleagues and teams.
- The ability to prioritise your workload.
- The capacity to clearly explain a technical problem to a dedicated team.
- Outstanding listening and questioning skills.
So, what does it really mean to work at Kitopi?
We are constantly striving to make Kitopi the best place to work, in the world.We want to empower you to be the best version of yourself every single day - we wouldn’t have it any other way. Our Kitopi values act as our guiding principles to help ensure that everyone feels safe, included and that they belong.
While we currently operate in 3 countries, we are over 69 different nationalities of talented Kitopians. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0 tolerance policy against racism, bigotry, and hate.
Along with offices in all the markets we operate in, we also believe in a work from anywhere policy - you get to choose the environment you operate in because we believe that will help you deliver work you’re proud of.
Tech-enabled and customer-obsessed, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.
Job Specification
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