Technical Support Specialist I, Office

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of assigned Office General support cases from the first point of contact through to resolution or appropriate escalation.

• Diagnose issues related to Classic POS, printers, hardware, employee and item configuration, membership, inventory, Guest Rooms, Mobile Ordering, Mobile POS, KDS, kiosks, reporting, and system settings.

• Collect pertinent information and replicate reported issues whenever feasible.

• Examine configuration, permissions, connectivity, and system settings to pinpoint the causes of issues.

• Investigate knowledge resources, past cases, known issues, and documented troubleshooting procedures.

• Assist clients in navigating troubleshooting and product workflows via phone, email, and chat.

• Clearly articulate technical concepts to both technical and non-technical users.

• Record client interactions, troubleshooting steps, findings, and resolutions in the case management system.

• Prioritize tasks based on urgency, client impact, case age, and service expectations.

• Escalate issues that exceed Level 1 scope to Level 2 or the appropriate internal resources with comprehensive documentation.

• Set clear expectations, fulfill commitments, and respond suitably to client frustrations.

• Keep up-to-date with supported products, releases, known issues, and troubleshooting practices.

⛳️ Requirements

• Proven experience in customer support, technical support, SaaS support, hospitality technology, or a similar client-facing role.

• Proficient in troubleshooting software, hardware, configuration, or connectivity issues with a systematic problem-solving approach.

• Capable of conveying technical information clearly to both technical and non-technical users.

• Ability to handle multiple cases and priorities while ensuring timely client communication and accurate documentation.

• Demonstrated customer service abilities, including ownership, follow-through, and professionalism in managing frustrated clients.

• Ability to learn a comprehensive software platform and utilize product knowledge across various workflows.

• Must be available to work the designated support schedule, including evenings, weekends, or emergency coverage when required.

• Must reside in the United States.

• Must possess full working rights in the United States.

• Must not require sponsorship.

• Experience with point-of-sale systems, printers, peripheral hardware, or club management software is a plus.

• Familiarity with Salesforce Service Cloud, Zendesk, or a comparable case management system is advantageous.

• Experience in hospitality, private club, restaurant, retail, or membership-based operations is beneficial.

🏝️ Benefits

• Opportunity for remote work within the United States.

• Access to a global network of talented colleagues to support your professional growth.

• Tools and opportunities available to produce excellent work and advance quickly.

• A diverse and inclusive workplace culture.

• Opportunities for evening, weekend, or emergency coverage when necessary.