Join Our Team and Be a Part of Our Solution

Your Role and Responsibilities:

Part of the Product Development team, this position plays a central role in providing technical support across multiple Mosaic products with a focus on integrations. This position works closely with Product Management, Dev, Sales and Customer Success.

The ideal candidate will be a key team member responsible for managing relationships with new and existing partners and customers. You will manage escalated and advance post-sales technical and application support requests for customers who are using the Mosaic products. Based on the support ticket trends you have identified; you will work with the Development team to influence product direction as well as work with the Sales and Customer Success teams to create and maintain strong relationships with key customers and partners.

• Primary support and point of contact for post-integration vendor issues and support for vendors/customers experiencing problems with integrations. Possibility to get involved in the partner onboarding process.

• Perform basic troubleshooting of integration issues by becoming proficient in navigation of Mosaic system.

• Present customers and vendors with continuous updates and solutions within our SLAs and document support tickets while also knowing when to appropriately escalate to Mosaic teams.

• Initiate customer/vendor interaction regarding new integrations-related enhancements, productupgrades, and releases.

• Be the voice of the customer and vendor and collect feedback to drive continuous improvement across all areas including product.

What You Offer the Team:

• Bachelor’s degree or equivalent experience

• 2+ years applicable industry experience

• Previous experience working with APIs and Integrations

• Excellent communication skills through phone, in-person, and writing

• Proficient troubleshooting/ analysis skills

• Passion for customer and vendor support

• Ability to work scheduled shifts including day and evening

About Mosaic:

• Mosaic Solutions is a leading provider of profit optimization solutions designed specifically for the F&B industry. The suite of products includes data analytics, inventory management, point of sale andpurchasing system. Mosaic Solutions, headquartered in the Philippines, offers its products across Asia, and globally on an outsourced or reseller basis.