Tier 1 & 2 Technical Support Agent
Location: Remote | Schedules:
Sunday - Thursday 2pm - 11pm EST
Thursday - Tuesday 7am-4pm EST
Training schedule for the first month Monday-Friday 10am-7pm EST.
Help Keep Restaurants Running — One Solution at a Time
Are you the person everyone turns to when tech goes sideways — and you love being that person? Do you thrive in high-pressure situations, solving problems that others can’t? If so, you might be exactly who we’re looking for.
Our Client, supports restaurants by keeping their technology online and running smoothly. As a Tier 1& 2 Technical Support Agent, you'll be the go-to expert for complex, escalated issues involving restaurant technology — from POS systems and servers to network infrastructure. This is a fast-paced, hands-on role ideal for someone who’s technically sharp, thrives on helping others, and knows the ins and outs of restaurant operations.
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
Frontline agents do not escalate directly to customer executive contacts. Escalations remain
internal to Tier 2, Menu, or Networking.
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
● Escalate complex issues to Tier 2 or SMEs with complete documentation
● 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
Preferred
● Restaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.)
● Zendesk experience
● Slack and multi-channel support experience
● Exposure to networking or online ordering platforms