Tier 2 Support Technician

Job Title: Tier 2 Support Technician

Reports to: Senior Customer Support Operations Manager

Role Summary:

The Tier 2 Support Technician will work with our growing customer support team to deliver excellent service to our end users (restaurant guests) and clients (restaurant owners) utilizing an amiable and hospitality-focused voice. Success in this role requires a talent for real-time, efficient problem-solving, and technical communication skills to provide support to resolve day-to-day issues. This role requires top-tier organizational skills, a high level of follow-through, and the ability to communicate technical issues efficiently and succinctly to our development team, merchant partners and end users. Additionally, applicants should be naturally interested in helping customers by resolving their questions and concerns. 

Who You Are:

• Creative problem solver with the ability to quickly assess, deescalate, and resolve customer issues
• An individual that puts integrity first in all their interactions
• Clear, empathetic, and relatable communicator
• Sharp-focused and detail-oriented learner, able to quickly adapt to our product and features to best serve our customers
• Responsive, autonomous, and time-conscious
• Passionate about our mission and can see the value this role brings to us, our restaurant partners, and our customers

Responsibilities/Essential Functions: 

• Provide email and phone support (inbound/outbound) to guests and merchant partners via our phone system on the Zendesk ticketing platform
• Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a CSAT score of 90% or higher
• Maintain close and open communications with restaurant owners and guests until an issue has been resolved
• Escalate complex issues to Tier 3 and Management appropriately
• Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies
• Conduct technical support in line with documented procedures and act with integrity when assisting internal and external accounts
• Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
• Use communication channels to inform the team of important issues and information which will help improve team performance

Minimum Qualifications:

• 1-2 years Technical Customer Service experience
• Experience working with CRM software (Zendesk is preferred) 
• Good oral & written communication skills and the ability to communicate efficiently with the development team as well as our end users and merchant partners
• Must be able to explain abstract concepts verbally and in writing
• Excellent interpersonal and organizational skills.

Preferred Qualifications:

• 3-4 years Technical Customer Service experience 
• Previous experience in the hospitality industry

Work Environment:

• The candidate must be able to work autonomously in a remote environment and have a stable and reliable internet connection
• Monitor, laptop, headset, wireless keyboard and mouse are provided by inKind 

Schedule

• TBC, may include weekend days

Some of our Benefits: 

• Generous PTO and company holiday policy + company-paid Short Term Disability
• 100% employer-covered health and dental insurance for our direct employees (a set plan is covered, with higher tier healthcare coverage available at the employee’s additional cost; dependent coverage is at the employee’s cost); vision plan available at the employee’s additional cost
• Child Care Benefits and generous parental leave

Salary: 

• $55,000 - $65,000, DOE