Support & Onboarding Specialist

About the job

Do you enjoy being the voice that helps when a customer is stuck? Do you like direct contact with people, tackling technical issues yourself, and working in a team where everyone supports each other? Then we are looking for you.

Who are we?

We are KRAAK, a young, growing company located in the heart of St. Gallen, with the mission to digitally reinvent the gastronomy sector. Our platform connects various touchpoints and integrates them seamlessly.

We are currently in the process of building our platform and are looking for people who want to build something with us. Instead of rigid structures and long decision-making processes, we offer an agile environment where every idea counts and you can make a difference.

Your role

You are one of the first points of contact for our customers and support them from commissioning through to daily operations. In first-level support, you answer questions about our platform, primarily by phone and email.

You are never on your own. If you get stuck with a question, you get support from the team. We are small enough that you can go directly to the colleague who has the answer, usually with a quick question over the desk rather than a ticket that disappears into nowhere. Conversely, you bring what you hear from customers directly into development: bugs, feedback, and ideas for new features. What you report is received and flows into the platform’s further development.

Second-level support is more practical: you set up new customers in the platform, configure gastronomy hardware such as POS systems and receipt printers in our office, and sometimes deliver and install them on-site if the customer wishes or the situation requires it. You also support existing customers, for example with device replacements, configuration changes, or reorders.

At the beginning, we do many things together in-house, and the whole team will train you step by step. As we grow, we want to outsource parts of this to an external partner, especially support outside office hours and on weekends, as well as some on-site installations. Your role will grow with this: you will manage this partner, ensure quality, and keep an overview while they take on part of the volume.

Your tasks

• First-level support: answering customer questions about the KRAAK platform by phone and email
• Recording and categorising requests and bringing bugs, feature requests, and feedback into development together with the team
• New customer onboarding: setup in the platform, configuration, and commissioning
• Configuration of gastronomy hardware and software such as POS systems and receipt printers
• Delivery and installation on-site if the customer wishes or circumstances require it
• Support for existing customers with device replacements, configuration changes, and reorders
• Maintenance of our user manuals and help content, supported by development and AI tools
• Interface between customer, development, and sales
• Later: coordination and quality assurance of external support and installation partners

What do you ideally bring?

First and foremost, we want to get along well personally and for you to enjoy and be motivated by your new tasks. Ideally, you bring:

• Experience in IT support, helpdesk, or technical customer service. You don’t have to be a professional, but some work experience is expected
• Technical affinity: you don’t need to be able to develop, but you should be familiar with hardware and software and willing to learn new things
• An open personality and enjoyment in dealing with people, even when the customer is in a hurry
• Enjoyment in getting stuck in yourself, even if it means pulling a cable behind the counter or connecting a printer. With us, you often get further faster by trying something rather than talking about it for a long time
• Interest in AI-supported work. Practical experience is a plus, curiosity is enough to start
• Driving licence category B
• Fluent German and English, spoken and written. French or Italian are a nice extra but not essential
• You enjoy working with us in the office in St. Gallen. Much of this role thrives on direct team exchange and the hardware we have on site. Home office days are possible where appropriate

What do we offer you?

• A role in the thick of things, with direct contact to development, sales, and our customers
• A motivated, interdisciplinary team with a real can-do attitude that will train you step by step and never leave you out in the rain
• A role that grows with us, from hands-on support to managing external partners
• Short decision-making paths and plenty of scope for creativity
• AI tools that we already actively use in development and that you can use and help shape in support
• A company vehicle for your on-site assignments
• Fair employment conditions and the opportunity to grow with us
• Modern workplaces and tools, regulated working hours
• A central workplace in the beautiful old town of St. Gallen

Now it’s your turn!

Start immediately or by arrangement. We look forward to your application and to getting to know you and starting together.

Note: Applications from recruitment agencies are not welcome.

KRAAK (by Innocard Loyalty AG)
Multergasse 1
9000 St. Gallen

www.kraak.ch

www.innocardloyalty.ch