Manager of Customer Support

Manager of Customer Support

Welcome to Ziosk, where we empower restaurants to focus on what matters most: the guest experience!

Have you ever used a tablet to pay at a restaurant? We pioneered the pay-at-the-table concept and we’re cooking up a plan to transform the restaurant industry. Our recipe for success has been adapting and growing to exceed the needs of our clients, such as Olive Garden, Texas Roadhouse, Chili’s and more – helping them create an experience that keeps guests coming back. Today we have a full menu of solutions, from hardware to software to cloud-based and AI driven products, all focused on helping them create the best guest experience possible to grow their bottom line.
Our secret sauce? Our people! Every day, they’re cooking up bold solutions, making Ziosk the leading pay-at-the-table provider in the industry.

Want a seat at our table? Ziosk is looking for an experienced technical Manager of Customer Support to lead the customer support team. The ideal candidate will have a strong technical background and be able to interact with technical and non-technical resources. In this role you will be expected to manage several employees and be a technical hands-on resource, serve as the point of contact for engineering activities inside the group, and manage escalations for incidents or problems. You will also be responsible for writing policies, process, and procedures relevant to your department.

The Main Course – Responsibilities
• Manage all day-to-day support and operations activities for the Ziosk customer locations and internal Ziosk infrastructure
• Lead issue management for high severity issues, including taking support escalations when needed
• Lead a team of support technicians and engineers
• Communicate incident status to the senior leadership team
• Manage the Support ticket and phone queues
• Resolve customer conflicts and handle customer escalations
• Coordinate with internal teams to root cause customer issues

What You Bring To The Table – Qualifications
• 3+ years working as a support / IT engineer
• Strong knowledge of general network & Windows Server technologies
• Experience managing and reporting on all aspects of technical support
• Strong written and verbal communication skills
• Effective time management
• Must be willing to adjust work schedule as needed

Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute to Plano, TX daily. Applicants must be authorized to work for any employer in the U.S. No agencies or third-party recruiters, please.