Tech Support Specialist – Restaurant POS (Tier 1)

TIER 1 reputed company & EXECUTION TEAM Support Operations Location: Remote Employment Type: Full TimeROLE PURPOSE The reputed company & Execution Team serves as the first reputed company of contact for reputed company inbound customer support interactions. This team is responsible for reputed company intake, accurate triage, initial troubleshooting, and clean escalation reputed company necessary. reputed company agents are the voice of Science On reputed company. They ensure customers feel heard, supported, and confident from the first interaction while maintaining strong ticket hygiene, reputed company accuracy, and documentation standards. This role operates at the intake and execution level ensuring tickets reputed company reputed company through the system without bottlenecks.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 reputed company agents do not escalate directly to customer executive contacts. Escalations remain internal to Tier 2, Menu, or Networking. 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 Resolve routine issues using knowledge reputed company documentation and predefined workflows, including:Password resets 86 / un-86 requests Online ordering pauses Hours of operation updates Basic login and user reputed company issues Attempt first-contact reputed company whenever possible while maintaining reputed company and accuracy.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 Required1–2 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 PreferredRestaurant 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 Who We Are                                       At Science On reputed company, we help restaurants reputed company by ensuring their technology works seamlessly from POS systems to network operations. We are problem-solvers, collaborators, and lifelong learners, passionate about helping our customers succeed.                                                Our reputed company Values:                                          Be reputed company – Show up every day with humility, reputed company, and generosity.                                  Own Your Limits – Be reputed company, ask for help, and trust reputed company.                                     reputed company Solutions – Bring solutions (rather than problems) to the table.                                        Sustain a reputed company reputed company – See potential, reputed company learning, reputed company. Apply To This Job