Product Support Specialist

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Title: Product Support Specialist (Technical Support Specialist)
Location: Jaipur, India
Reporting To: Manager, Technical Support

Punchh is seeking a Product Support Specialist to join our Support team in Jaipur, India. In this customer-facing role, the Product Support Specialist will be trained on the Punchh marketing platform, becoming the primary point of contact for business customers. This position involves assisting with questions and configurations of campaigns, software integrations, and features like loyalty programs and gift card management on the Punchh platform. We are looking for someone who is passionate about customer excellence, with an interest in marketing technology platforms and supporting business customers in the restaurant, convenience store, and retail industries. The ideal candidate should be inquisitive, process-oriented, and solution-driven.

What You'll Do:

• Engage with business customers via phone and email to support the Punchh marketing platform's SaaS application, including Point of Sale (POS) and API integrations.

• Investigate and troubleshoot technical issues within the Punchh SaaS platform.

• Understand customers' business needs and objectives for campaigns and segments created on the platform.

• Flexibility to work Day, Afternoon, or Night shifts (IST hours) with occasional on-call or overtime as needed.

What You'll Need:

• Minimum of 3 years in a technical support or troubleshooting role with SMB and enterprise customers within a SaaS company.

• Including 3 years of experience in at least two of the following areas: SMTP, DNS, HTML/CSS, Network troubleshooting, API log reading, Mobile App troubleshooting, POS system implementation, and troubleshooting.

• Experience with marketing technology, loyalty programs, or digital marketing campaigns is a plus.

• Inquisitive and investigative, adept at asking probing questions to understand and address customer issues.

• Excellent time management skills, with the ability to manage time-sensitive tasks and deadlines.

• Skill in prioritizing and triaging competing tasks while maintaining customer satisfaction.

• High customer empathy and commitment to issue resolution.

• Impeccable attention to detail.

• Clear and effective communicator, both on Zoom and in email.

• Creative and resourceful problem-solver.

• Strong sense of accountability and ownership.

• Bachelor’s Degree in a technical field.

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact [email protected]. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.