Technical Support Associate

About SmartQ

SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience.

In the last decade, we've transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve.

Since our inception in 2015, we've become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the world's largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.

At the heart of SmartQ is a culture shaped by four core pillars:

Great People | Great Food | Great Experience | Greater Good

These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.

To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn Life page. It offers an authentic glimpse into the journey you could be part of: https://www.linkedin.com/company/smartq-bottlelabs/life/cdc290f8-ff81-4e7f-9c96-37d842f936c4/viewAsMember=true

Roles and Responsibilities:

• Implement SmartQ platform products on-site and support clients in successful deployment
• Conduct user training sessions to ensure effective adoption of the technology
• Assist in creating user manuals and support documentation for end users
• Communicate with customers regularly via email, calls, or chat to address queries and provide updates
• Manage customer expectations by ensuring timely and quality delivery of services
• Coordinate with stakeholders at multiple levels, including decision-makers, site managers, and operational staff
• Understand and analyze customer issues across various solution platforms and provide appropriate resolutions
• Respond to inquiries, resolve complaints, and provide accurate information about SmartQ solutions at the respective location
• Take complete ownership of customer issues and ensure closure within defined timelines
• Support both pre-sales and post-sales activities as required
• Maintain strong knowledge of products, services, policies, and procedures
• Ensure all customer queries are thoroughly investigated, resolved, or escalated when necessary
• Handle documentation related to reporting, issue tracking, and client communication
• Manage app configurations, menu detailing, and verification processes to ensure a seamless user experience

Experience and Skills

• Possess relevant work experience in a similar role with a good understanding of day-to-day responsibilities
• Demonstrate excellent written and verbal communication skills in English for effective coordination and reporting
• Strong stakeholder management skills with the ability to interact and collaborate with clients and internal teams
• Maintain good email etiquette while handling official communications
• Have strong troubleshooting skills to identify issues and provide timely solutions
• Ability to multitask efficiently and manage multiple priorities in a fast-paced environment
• Basic understanding of computers and technology for smooth execution of tasks
• Open to traveling on a daily basis to client locations and supporting new launches.

Qualifications

• Minimum 2+ years of relevant professional experience
• Bachelor's degree in any discipline
• Strong written and verbal communication skills
• Excellent interpersonal abilities with strengths in stakeholder management, decision-making, process adherence, collaboration, and leadership.

Message from CEO:

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of Capturing Hearts. We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.