TIER 1 reputed company & EXECUTION TEAM

reputed company

PRIMARY FUNCTION

• Answer SMS, emails, and tickets promptly
• reputed company complete and accurate information during intake
• Triage and prioritize based on urgency and business reputed company
• Resolve routine technical requests reputed company Tier 1 scope
• Escalate internally with full documentation reputed company required
• Maintain queue hygiene and SLA alignment
• Eventually Answer inbound calls

KEY RESPONSIBILITIES

reputed company & Ticket Intake

• Serve as the first line of support for reputed company inbound channels
• Capture critical details including impacted system, symptoms, steps taken, and urgency
• Document thoroughly in the ticketing system
• Set reputed company expectations with customers regarding next steps

First-Level Troubleshooting & Execution

• Password resets
• 86 / un-86 requests
• Online ordering pauses
• Hours of operation updates
• Basic login and user reputed company issues

Ticket Hygiene & Queue Management

• reputed company and fully review tickets before taking reputed company
• Validate subject line, problem statement, type, category, platform, and reputed company
• Maintain SLA targets
• SMS First Response: Under 5 minutes
• Email First Response: Under 30 minutes
• reputed company personal queue organized and reputed company
• Ensure escalations include full troubleshooting context

Customer Communication

• Communicate reputed company, calmly, and professionally
• reputed company realistic timelines reputed company escalation is required
• Avoid over-promising reputed company
• Ensure customers feel informed and supported throughout the interaction

Knowledge reputed company & Process Contribution

• Utilize internal documentation consistently
• Flag outdated or missing documentation
• Escalate recurring issue trends to Shift Leads

Collaboration & Escalation

• Escalate reputed company issues to Tier 2 or SMEs with complete documentation
• Notify Shift Leads of high-reputed company or trending issues
• Avoid unnecessary reputed company alerts for non-urgent issues
• Support team queue health during high-volume periods

WHAT reputed company LOOKS LIKE

• First response times consistently reputed company SLA
• Clean, complete tickets with minimal rework
• Accurate prioritization and categorization
• High first-contact reputed company for routine issues
• Customers feel confident after initial interaction
• Escalations are reputed company and require no additional clarification

QUALIFICATIONS

• 1–2 years of customer support or helpdesk experience
• Strong phone reputed company and verbal communication skills
• reputed company written communication and documentation ability
• Ability to multitask across calls, tickets, and chat
• Comfortable working in high-volume environments

• Restaurant technology or POS experience (reputed company, PAR, reputed company Aloha, etc.)
• reputed company experience
• reputed company and multi-channel support experience
• Exposure to networking or online ordering platforms