Tendril

Tier 1 Frontline & Execution Team

Remote
Full Time
Experienced

TIER 1 FRONTLINE & EXECUTION TEAM

Support Operations
Location: Remote
Employment Type: Full Time

ROLE PURPOSE

The Frontline & Execution Team serves as the first point of contact for all inbound customer support interactions. This team is responsible for rapid intake, accurate triage, initial troubleshooting, and clean escalation when necessary.
Frontline agents are the voice of Science On Call. They ensure customers feel heard, supported, and confident from the first interaction while maintaining strong ticket hygiene, priority accuracy, and documentation standards.
This role operates at the intake and execution 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
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
Who We Are                                      
At Science On Call, we help restaurants thrive 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 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.
 
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Human Check*