Tech Support Specialist – Restaurant POS (Tier 2)
TypeFull-time job
LocationMexico
Posted2 hours ago
TIER 2 TECH SUPPORT SPECIALIST
Support Operations
Location: Remote
Employment Type: Full TimeROLE PURPOSE
The Tier 2 Support Team serves as the escalation point for customer support interactions that require deeper technical troubleshooting beyond initial intake. This team is responsible for accurate triage, in-depth troubleshooting, and clean resolution or further escalation when necessary.
Tier 2 agents are the voice of tech support for one of our clients. They ensure customers feel heard, supported, and confident throughout their interaction while maintaining strong ticket hygiene, priority accuracy, and documentation standards.
This role operates at the escalation and resolution level, ensuring tickets move efficiently through the system without bottlenecks.PRIMARY FUNCTION
Answer SMS, emails, and tickets promptly
Gather complete and accurate information during intake
Triage and prioritize based on urgency and business impact
Resolve routine technical requests within Tier 1 scope
Escalate internally with full documentation when required
Maintain queue hygiene and SLA alignment
Eventually Answer inbound calls
Tier 2 agents do not escalate directly to customer executive contacts. Escalations remain internal to Menu or Networking teams.KEY RESPONSIBILITIES
Call & Ticket Intake
Serve as the first line of support for all inbound channels
Capture critical details including impacted system, symptoms, steps taken, and urgency
Document thoroughly in the ticketing system
Set clear expectations with customers regarding next steps
First-Level Troubleshooting & Execution
Resolve routine issues using knowledge base documentation and predefined workflows, including:
Password resets
86 / un-86 requests
Online ordering pauses
Hours of operation updates
Basic login and user access issues
Attempt first-contact resolution whenever possible while maintaining quality and accuracy.Ticket Hygiene & Queue Management
Open and fully review tickets before taking action
Validate subject line, problem statement, type, category, platform, and priority
Maintain SLA targets
SMS First Response: Under 5 minutes
Email First Response: Under 30 minutes
Keep personal queue organized and current
Ensure escalations include full troubleshooting context
Customer Communication
Communicate clearly, calmly, and professionally
Provide realistic timelines when escalation is required
Avoid over-promising resolution
Ensure customers feel informed and supported throughout the interaction
Knowledge Base & Process Contribution
Utilize internal documentation consistently
Flag outdated or missing documentation
Escalate recurring issue trends to Shift Leads
Collaboration & Escalation
Notify Shift Leads of high-impact or trending issues
Avoid unnecessary Slack alerts for non-urgent issues
Support team queue health during high-volume periods
WHAT SUCCESS LOOKS LIKE
First response times consistently within SLA
Clean, complete tickets with minimal rework
Accurate prioritization and categorization
High first-contact resolution for routine issues
Customers feel confident after initial interaction
Escalations are clear and require no additional clarification
QUALIFICATIONS
Required
1–2 years of customer support or helpdesk experience
Strong phone presence and verbal communication skills
Clear written communication and documentation ability
Ability to multitask across calls, tickets, and chat
Comfortable working in high-volume environments
Restaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.)
Preferred
Zendesk experience
Slack and multi-channel support experience
Exposure to networking or online ordering platforms
Who We Are
Our client is a leader in restaurant technology support, helping restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. Their team is made up of problem-solvers, collaborators, and lifelong learners, passionate about helping customers succeed.
Our Core Values:
🙏 Be Human – Show up every day with humility, empathy, and generosity.
🙌 Own Your Limits – Be honest, ask for help, and trust the team.
💡 Seek Solutions – Bring solutions (rather than problems) to the table.
🚀 Sustain a Growth Mindset – See potential, keep learning, aspire.
Originally posted on Himalayas
Support Operations
Location: Remote
Employment Type: Full TimeROLE PURPOSE
The Tier 2 Support Team serves as the escalation point for customer support interactions that require deeper technical troubleshooting beyond initial intake. This team is responsible for accurate triage, in-depth troubleshooting, and clean resolution or further escalation when necessary.
Tier 2 agents are the voice of tech support for one of our clients. They ensure customers feel heard, supported, and confident throughout their interaction while maintaining strong ticket hygiene, priority accuracy, and documentation standards.
This role operates at the escalation and resolution level, ensuring tickets move efficiently through the system without bottlenecks.PRIMARY FUNCTION
Answer SMS, emails, and tickets promptly
Gather complete and accurate information during intake
Triage and prioritize based on urgency and business impact
Resolve routine technical requests within Tier 1 scope
Escalate internally with full documentation when required
Maintain queue hygiene and SLA alignment
Eventually Answer inbound calls
Tier 2 agents do not escalate directly to customer executive contacts. Escalations remain internal to Menu or Networking teams.KEY RESPONSIBILITIES
Call & Ticket Intake
Serve as the first line of support for all inbound channels
Capture critical details including impacted system, symptoms, steps taken, and urgency
Document thoroughly in the ticketing system
Set clear expectations with customers regarding next steps
First-Level Troubleshooting & Execution
Resolve routine issues using knowledge base documentation and predefined workflows, including:
Password resets
86 / un-86 requests
Online ordering pauses
Hours of operation updates
Basic login and user access issues
Attempt first-contact resolution whenever possible while maintaining quality and accuracy.Ticket Hygiene & Queue Management
Open and fully review tickets before taking action
Validate subject line, problem statement, type, category, platform, and priority
Maintain SLA targets
SMS First Response: Under 5 minutes
Email First Response: Under 30 minutes
Keep personal queue organized and current
Ensure escalations include full troubleshooting context
Customer Communication
Communicate clearly, calmly, and professionally
Provide realistic timelines when escalation is required
Avoid over-promising resolution
Ensure customers feel informed and supported throughout the interaction
Knowledge Base & Process Contribution
Utilize internal documentation consistently
Flag outdated or missing documentation
Escalate recurring issue trends to Shift Leads
Collaboration & Escalation
Notify Shift Leads of high-impact or trending issues
Avoid unnecessary Slack alerts for non-urgent issues
Support team queue health during high-volume periods
WHAT SUCCESS LOOKS LIKE
First response times consistently within SLA
Clean, complete tickets with minimal rework
Accurate prioritization and categorization
High first-contact resolution for routine issues
Customers feel confident after initial interaction
Escalations are clear and require no additional clarification
QUALIFICATIONS
Required
1–2 years of customer support or helpdesk experience
Strong phone presence and verbal communication skills
Clear written communication and documentation ability
Ability to multitask across calls, tickets, and chat
Comfortable working in high-volume environments
Restaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.)
Preferred
Zendesk experience
Slack and multi-channel support experience
Exposure to networking or online ordering platforms
Who We Are
Our client is a leader in restaurant technology support, helping restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. Their team is made up of problem-solvers, collaborators, and lifelong learners, passionate about helping customers succeed.
Our Core Values:
🙏 Be Human – Show up every day with humility, empathy, and generosity.
🙌 Own Your Limits – Be honest, ask for help, and trust the team.
💡 Seek Solutions – Bring solutions (rather than problems) to the table.
🚀 Sustain a Growth Mindset – See potential, keep learning, aspire.
Originally posted on Himalayas
Apply on Himalayas →
Job sourced from Himalayas. Applications happen directly on the original platform — we never collect your data.