Tier 2 Support Specialist

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

📋 Description

• Take ownership of escalated Tier 1 tickets, utilizing full troubleshooting context.

• Identify and resolve intricate technical issues that exceed first-contact capabilities.

• Ensure closure with customers once a solution has been implemented.

• Provide direct support for POS systems such as Toast, PAR, and NCR Aloha, in addition to online ordering and networking challenges.

• Investigate root causes instead of merely applying temporary fixes.

• Collaborate with third-party vendors when external assistance is necessary.

• Review escalated tickets to verify subject line, problem statement, type, category, platform, and priority.

• Maintain alignment with service level agreements (SLAs) and keep the escalations queue organized and up to date.

• Ensure that further escalations contain comprehensive documentation and troubleshooting history.

• Communicate effectively, calmly, and professionally throughout the troubleshooting process.

• Provide realistic timelines and keep customers updated on progress.

• Utilize and assist in maintaining internal documentation and established workflows.

• Highlight outdated, missing, or unclear documentation.

• Share recurring issue trends and root-cause insights with Shift Leads and the Support Operations Manager.

• Report to the Client using Magic.

⛳️ Requirements

• 1–2+ years of experience in customer support or helpdesk roles.

• Hands-on experience with restaurant POS or technology platforms (e.g., Toast, PAR, NCR Aloha).

• Excellent phone presence and strong verbal communication skills.

• Proficient written communication skills and ability to document tickets clearly.

• Comfortable working in a fast-paced, multi-channel support environment.

• Working knowledge of restaurant POS systems and associated technology stacks.

• Proficient in troubleshooting networking, online ordering, and integration issues.

• Familiarity with ticketing systems; experience with Zendesk is a plus.

• Ability to manage multiple tasks across tickets, chat, and calls without compromising accuracy.

• Computer with a minimum of 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or higher.

• Internet speed of at least 40MBPS.

• Headset equipped with an extended noise-canceling microphone and webcam.

• Access to a backup computer and internet connection.

• A quiet, dedicated workspace at home.

• A reliable internet connection.

• Personal computer with Intel Core i5 or an equivalent processor or higher operating system.

• Availability for 40 hours per week during U.S. business hours.

🏝️ Benefits

• No benefits package included.