Tier 2 Support Technician - Remote

Overview

The Tier 2 Support Technician will work with our growing customer support team to deliver excellent service to our end users (restaurant guests) and clients (restaurant owners) utilizing an amiable and hospitality-focused voice.

In Short

• Provide email and phone support to guests and merchant partners.
• Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher.
• Maintain close communication with restaurant owners and guests.
• Escalate complex issues to Tier 3 and Management.
• Communicate complex technical issues to end users and development team.
• Conduct technical support in line with documented procedures.
• Provide regular updates on common problems to management.
• Use communication channels to inform the team of important issues.

Requirements

• 1-2 years Technical Customer Service experience.
• Experience with CRM software, preferably Zendesk.
• Good oral and written communication skills.
• Ability to explain abstract concepts verbally and in writing.
• Excellent interpersonal and organizational skills.

Benefits

• Generous PTO and company holiday policy.
• 100% employer-covered health and dental insurance.
• Child Care Benefits and generous parental leave.