ABOUT UPSERVE

Upserve is the magic ingredient that helps restaurateurs thrive by putting everything they need in one place. We are a leading restaurant management platform with a cloud-based Point of Sale (POS) system, data and analytics, inventory management and payments processing for small to midsize restaurants. Thousands of restaurants use Upserve to manage relationships with more than 57 million active diners, process over $12 billion in annual sales, and to serve over 36 million meals per month.

ABOUT THE ROLE

The Customer Support team at Upserve understands that customers are the magic ingredient. They make it easier for restaurant owners to run their businesses by efficiently resolving customer issues. The Senior Tier 2 Customer Support Specialist will be responsible for the effective resolution of highly technical customer support inquiries such as complex networking, hardware, and payment issues.  

Day-to-day responsibilities include: 

• Work Tier 2 support case queue
• Aid in quality control of case management
• Provide support to Tier 1 support agents through Slack support channels
• Provide direction to and support for the Tier 2 agents in the absence of Manager
• Management of inbound case queue for Tier 2
• Provide guidance and expertise to Tier 2 agents
• Handle leadership escalations for Tier 2 agents in absence of Manager
• Leadership ability to direct peers and delegate work in the department

Required Skills & Experience:

• 3+ years of experience using phone, email, and chat in an inbound support center to resolve high volumes of technical support inquries
• Exceptional communication skills; ability to relay technical information to non-technical audiences
• Software and/or SaaS experience preferred
• Restaurant experience preferred
• Familiarity with Point-of-Sale configuration and payment processing is preferred

WHAT UPSERVE HAS TO OFFER YOU

• We put family first. At Upserve that means making the choices that are right for you and taking the paid time off you need when you need it. We know it’s impractical to assume that work never bleeds over into our personal lives, and vice versa. Instead of fighting to keep the two separate, we make sure that our perspective on family reflects the values of our employees.

• We’ll invest in your career. Upserve is growing quickly, and we’ll give you the opportunity to do the same. Through our internal learning and development resources and our partnership with Vista Equity Partners, you’ll have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs.

• We care about your wellbeing. We pay 100% of your medical and dental insurance coverage, offer tax savings plans for retirement and dependent care, subsidize your transportation costs, offer a generous and inclusive parental leave, and provide catered lunches/meal allowances.

• We offer competitive compensation packages. Our people matter! We don’t ignore the role that compensation has on motivation and performance so we strive to equitably compensate our people.

• We’re creating an inclusive environment where everyone can thrive. Our customers are a diverse group, so we’re building a team that is too. Through our various D&I recruitment partnerships, intramural sports, quarterly engagement and feedback surveys, and more. We’re building an organization that provides our employees with the emotional and physical space to bring their best selves to work.

Upserve is proud to be an Equal Opportunity Employer. We strive to have a team that is as diverse as the industry we serve and we partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.