Client Tech Support (Mandarin Speaking)

The role

You will help onboard new restaurant clients by scoping and configuring hardware and back-end systems. You will also monitor system alerts, resolve technical outages, and document issues and resolutions.

What you will do

• Scope new client hardware including printers, cabling, and telephony
• Pre-configure hardware and set up the back end for go-live
• Monitor system alerts and resolve outages
• Find and fix root causes of technical problems
• See cases through to resolution and confirm with restaurants
• Keep clear records of issues and resolutions
• Escalate issues to other teams
• Own onboarding for new pizza and Chinese American restaurant clients
• Take on frontline troubleshooting cases
• Contribute to team runbooks and documentation

Required qualifications

• Experience in network operation or a similar technical role
• Comfortable with networking fundamentals like IP addressing, DNS, DHCP, VLANs, and LAN/WAN
• Willing to get hands-on with diagnostics
• Comfortable on the command line and around modems, routers, switches, and telephony gear
• Ability to explain technical problems to non-technical people
• Fluent in Mandarin and English, spoken and written
• Willing to work shifts starting between 10:30 pm MYT and 4 am MYT

Nice to have

• Worked in a client-facing or customer support role before
• Used remote support tools and ticketing systems day to day
• Understand call-path basics and have configured telephony or VoIP equipment
• Worked in a consumer-driven industry
• Enjoyed working in a fast-paced, collaborative, and ambiguous environment

About the company

Tarro builds products that empower small brick and mortar restaurants through a multi-product ecosystem. The company has been profitable for nearly a decade and provides technology like AI-enabled order taking and point-of-sale software.