Descripción de la oferta
ePackPro is the SaaS scale-up that has digitalized HACCP , and that today leads the market. Born in a kitchen, imagined by a restaurateur, our solution enables 20,000 food industry professionals across 40 countries to stay compliant without spending their entire day on it. +50M€ ARR, +40% growth in 2024, 300 employees spread across 4 offices in Europe: we are building something solid, and we are accelerating.
JOB DESCRIPTION AND MISSIONS
As part of the transformation of its customer support and to accompany its growth, ePackPro is strengthening its N2 Support team. The goal: absorb the increasing ticket volume, improve resolution times and strengthen internal technical expertise.
Your role: You will take ownership of complex technical incidents escalated by N1 support and provide advanced assistance to customers. You will work on software, hardware and network issues, in close collaboration with the N3, product, deployment and Customer Success teams.
Your main missions:
Manage N2 incident tickets and reduce the backlog
Diagnose failures in ePackPro equipment: wall screens, tablets, pads (connectivity, cables, software interface)
Take remote control to resolve incidents live with customers
Manage the addition and removal of modules on customer accounts
Guide customers step by step through the resolution of their issues
Escalate to N3 with a complete and structured file when necessary
Document resolved incidents and feed the internal knowledge base
PROFILE
Experience & background
3 to 5 years of experience in expert technical support or equivalent
Experience in a SaaS environment, management software or connected solutions
Experience in managing complex technical incidents
Experience in B2B customer support
Technical skills
Hardware and software incident diagnosis (network connectivity, tablet/screen interface, configuration)
Application incident analysis and resolution
Good knowledge of network environments (LAN, WiFi, basic routing)
Configuration and parameterization of software solutions
Log reading and root cause identification
Proficiency in remote control tools (TeamViewer or equivalent) and ticketing tools (Salesforce, Jira, Genesys)
Soft skills
Teaching ability: knowing how to explain a technical problem to a non-technical stakeholder
Rigour and method in problem solving
Team spirit: you will work in close collaboration with N1 and N3 teams
Autonomy and sense of priorities
Languages
Fluent Spanish , spoken and written AND/OR Fluent Italian , spoken and written
Fluent English , spoken and written
Bonus
Knowledge of or interest in the restaurant / CHR sector
Knowledge of HACCP standards
Experience in hardware support (tablets, printers, sensors)
