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Helpdesk Specialist

Headquartered in the Philippines, Mosaic is on a mission to drive Southeast Asia’s Food and Beverage (F&B) sector into the digital future. Servicing over 1,000 outlets across the Philippines, Singapore, Vietnam, and India, we help restaurants maximize their profits by building up their business through a state-of-the-art restaurant platform, bridging together point-of-sale, purchasing, and data analytics. We are on the brink of expanding our business 20x and we are looking for passionate individuals to help us pioneer the ASEAN F&B tech landscape.

Are you interested in delivering the restaurant ofthe future? Do you believe that exceptional products are shifting beyond manual reporting to a data-rich experience? Do you thrive knowing that you made a difference to the success of a business?If yes, we would love for you to join us.

We are looking for an experienced Helpdesk Specialist to play a critical role in further scaling and developing our restaurant platform which has already processed over 4.2 billion pesos in sales to date.

In this position, you will:

• Represent the company on the front line and deliver professional client experience.
• Recommend improvements to process and own your own success.
• Coordinate and collaborate with the Customer Service & Support Manager.
• Resolve product or service problems by clarifying the customer’s concern; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and evolve as needed and required.
• Identify and assess customers’ needs to achieve excellent customer experience.

Your Key Result Areas and Performance Indicators (KRA’s & KPI’s):

• Become an expert with Zendesk customer support system.
• Become an expert in Mosaic products; POS, Analytics, Purchasing and Inventory.
• Meet all applicable service/support levels.
• Ensure all appropriate Level 1 measures are applied.
• Maintain and add to FAQs as appropriate.
• Record processes and support in creating knowledgebase.
• Provide excellent new client experience.

Do you have the right ingredients?

Education and Experience

• At least 2 to 3 years experience with client/customer service teams.
• Experience working with technology/SaaS companies is a plus.
• Experience in dealing with hospitality companies is a plus.
• Energetic, client-oriented personality with a friendly can-do attitude.

System and Application Knowledge

• Zendesk experience is a plus ++.
• Microsoft Office, Teams, SharePoint, Outlook, Word, Excel, PowerPoint.
• Zoom, ClickUp or other Client/Project Management Tools.
• Training for any of the above will be provided as needed.