Onboarding / Support Consultant - Taipei City, Taiwan

■About TableCheck

TableCheck is a global platform built to help restaurants own their guest experience.
We help merchants reduce their reliance on paid booking channels by directly converting first-time diners into repeat guests⁠—and repeat guests into loyal fans.

Used by over 13,000+ restaurants in 35 countries–including over 300+ Michelin-starred restaurants and top hospitality brands such as Hyatt, Hilton and IHG. TableCheck has set new standards for restaurant management tools in Japan and is steadily growing to take on the challenge to become the world's leader in restaurant management.

■Job Purpose

An onboarding/support consultant plays a crucial role in facilitating the onboarding of our system to our new/existing clients and providing full support after the system went live. The consultant will focus on providing guidance, system configuration, support and troubleshooting.

This role requires you to be a product champion with in-depth knowledge of our system and having a mindset of a problem solver. You will need to build and maintain strong relationships with clients and address client's concerns to be solved promptly to ensure high levels of customer satisfaction.

■Duties & Responsibilities

Project Management:

• Develop and manage client onboarding activities from project kick-off, training, configuration, data migration and "System Live".
• Collaborate directly with restaurants & hotels stakeholders to confirm goals, driving implementation of TableCheck at their venue and tailor configuration and communication toward those goals.
• Successfully and effectively manage implementation / onboarding projects on schedule, and with high customer satisfaction; projects include implementation of different solutions including reservation, waitlist, & table management; POS, Payment Gateway, Call Telephony Integration, Voice Booking System & BI/Dashboard Reporting.
• Identify opportunities for process improvement and efficiency within the onboarding process
• Communicate project status updates and escalations to stakeholders in a clear and concise manner
• Maintain records of client interactions, project progress, implementation details & sign off

Client Support / Training:

• Address client concerns and inquiries promptly, ensuring high levels of customer satisfaction
• Perform quality checks and testing to validate system functionality and performance
• Identify potential risks or issues that may impact project delivery or client satisfaction
• Create documentation and user guides when required, provide technical guidance, conduct training sessions for new clients and providing refresher sessions for existing clients
• Help clients learn the platform effectively and optimize their utilization based on their business requirements.
• Provide feedback to internal teams for product enhancements and service improvements by raising tickets
• Partner with Sales teams to support customers toward product adoption.
• Participate in training and professional development activities to enhance skills and knowledge

■ Requirements / Qualifications

• 3+ years proven work experience in SaaS software implementation project, client support (hospitality software or the F&B industry preferred)
  
• Ability to diagnose and resolve technical issues that may arise during implementation
  
• Strong ability to build rapport and maintain relationships with clients
  
• Experience in conducting kickoff meeting, training sessions
  
• Providing ongoing support and assistance during system transition and after going live
  
• Ability to pay attention to details to ensure accuracy
  
• Strong Passion in F&B Technology, Hospitality industry
  
• Ability to pay attention to details to ensure accuracy
  
• Please note that only short-listed applications with English CVs will be considered

■ Language skills 

• Native Mandarin
• Business English verbal & written communication skills

■ Conditions & Work Environment

• Position Type: Independent Contractor (Probation : 3 months)
• Salary : Competitive salary based on experience