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Role Description

This role involves providing technical support for restaurant technology, ensuring systems run smoothly and efficiently.

• 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

Key Responsibilities

• 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
• 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
• 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
• 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
• Utilize internal documentation consistently
• Flag outdated or missing documentation
• Escalate recurring issue trends to Shift Leads
• 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

• 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 Qualifications

• 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