Client Tech Support

Summary

Tarro is a company focused on empowering small brick and mortar restaurants by providing them with technology solutions. They are seeking a Client Tech Support professional to help restaurants set up and maintain their operational hardware and software, ensuring a seamless experience for their clients.

Responsibilities

• Get restaurants live. You'll help scope each new client's hardware (printers, cabling, telephony), pre-configure it, and set up the back end so everything's ready before go-live
• Own the hardware, start to finish. You'll configure and ship equipment to restaurants, keep track of every shipment to the door, and make sure what arrives is ready to work
• Show up in person when it counts. You'll provide onsite support and installation when a restaurant needs hands on the ground, not just a voice on the line
• Catch problems early. You'll keep an eye on system alerts and resolve outages, often before the restaurant even notices something's wrong
• Get to the root cause. You'll work the problem until you find what's actually wrong, then fix it so it stays fixed, rather than patching the symptom
• Resolve things thoroughly. You'll see each case through to a real resolution and confirm with the restaurant that it's genuinely solved, not just closed
• Document your work. You'll keep clear records of issues and resolutions, and escalate cleanly when something needs another team
• In your first three to six months, own onboarding for new pizza and Chinese American restaurant clients, getting them set up and live on Tarro
• As you build confidence, take on frontline troubleshooting cases, resolving them thoroughly and to a consistent standard of quality
• Run hardware logistics cleanly, with equipment configured, shipped, and tracked so nothing gets lost between order and install
• Build solid working knowledge of Tarro's hardware stack and back-end systems

Skills

• You have some experience in network operation or a similar technical role
• You're comfortable with networking fundamentals like IP addressing, DNS, DHCP, VLANs, and LAN/WAN, and you're willing to get hands-on with diagnostics
• You're comfortable on the command line and around modems, routers, switches, and telephony gear
• You can explain a technical problem to someone non-technical without making them confused, and you stay calm and kind when they're frustrated
• You speak up when you see a better way. If a process is clunky or something could be done smarter, you raise it instead of quietly working around it
• You're fluent in Mandarin and English, spoken and written. Many of the owners we support are most comfortable in Mandarin
• You've worked in a client-facing or customer support role before
• You've used remote support tools and ticketing systems day to day
• You understand call-path basics and have configured telephony or VoIP equipment
• You've worked in a consumer-driven industry and care about the customer
• You've got a roll-up-your-sleeves streak and have enjoyed somewhere fast-paced, collaborative, and a little ambiguous, where you got to wear more than one hat

Qualifications

Must Haves

• You have some experience in network operation or a similar technical role
• You're comfortable with networking fundamentals like IP addressing, DNS, DHCP, VLANs, and LAN/WAN, and you're willing to get hands-on with diagnostics
• You're comfortable on the command line and around modems, routers, switches, and telephony gear
• You can explain a technical problem to someone non-technical without making them confused, and you stay calm and kind when they're frustrated
• You speak up when you see a better way. If a process is clunky or something could be done smarter, you raise it instead of quietly working around it
• You're fluent in Mandarin and English, spoken and written. Many of the owners we support are most comfortable in Mandarin

Nice to Haves

• You've worked in a client-facing or customer support role before
• You've used remote support tools and ticketing systems day to day
• You understand call-path basics and have configured telephony or VoIP equipment
• You've worked in a consumer-driven industry and care about the customer
• You've got a roll-up-your-sleeves streak and have enjoyed somewhere fast-paced, collaborative, and a little ambiguous, where you got to wear more than one hat