技术支持专员 – 餐厅POS（二级） | 拉美
Tech Support Specialist – Restaurant POS (Tier 2) | LATAM
二级技术支持专家
支持运营
地点：远程
雇佣类型：全职
职位目的
二级支持团队是客户支持互动的升级点，这些互动需要更深入的技术排查。该团队负责准确分类、深入排查以及在必要时进行干净的解决或进一步升级。
二级代理是我们的一个客户的科技支持声音。他们在整个互动过程中确保客户感到被倾听、被支持并充满信心，同时保持良好的工单卫生、优先级准确性和文档标准。
此职位在升级和解决层面运作，确保工单在系统中高效流转，没有瓶颈。
主要职责
- 及时回复短信、邮件和工单
- 在初次接触时收集完整准确的信息
- 根据紧急程度和业务影响进行分类和优先级排序
- 在二级支持范围内解决技术请求
- 在需要时内部升级并完整记录
- 保持队列卫生和SLA一致性
- 最终回复来电
二级代理不会直接升级到客户高管联系人。升级仍限于Menu或Networking团队内部。
关键职责
电话与工单接收
- 作为所有入站渠道的第一线支持
- 记录关键细节，包括受影响的系统、症状、已采取的步骤和紧急程度
- 在工单系统中详细记录
- 向客户明确说明下一步计划
一级排查与执行
使用知识库文档和预定义流程解决常规问题，包括：
- 密码重置
- 86 / 取消86请求
- 在线订购暂停
- 营业时间更新
- 基础登录和用户访问问题
尽可能在首次接触时解决问题，同时保持质量和准确性。
工单卫生与队列管理
- 在采取行动前打开并完全查看工单
- 验证主题行、问题描述、类型、类别、平台和优先级
- 保持SLA目标：
- 短信首次响应：5分钟内
- 邮件首次响应：30分钟内
- 保持个人队列整洁且最新
- 确保升级包含完整的排查上下文
客户沟通
- 清晰、冷静且专业地沟通
- 在需要升级时提供现实的时间表
- 避免过度承诺解决
- 确保客户感到被理解
查看英文原文
TIER 2 TECH SUPPORT SPECIALIST
SUPPORT OPERATIONS
Location: Remote
Employment Type: Full Time
ROLE PURPOSE
The Tier 2 Support Team serves as the escalation point for customer support interactions that require deeper technical troubleshooting beyond initial intake. This team is responsible for accurate triage, in-depth troubleshooting, and clean resolution or further escalation when necessary.
Tier 2 agents are the voice of tech support for one of our clients. They ensure customers feel heard, supported, and confident throughout their interaction while maintaining strong ticket hygiene, priority accuracy, and documentation standards.
This role operates at the escalation and resolution level, ensuring tickets move efficiently through the system without bottlenecks.
PRIMARY FUNCTION
- Answer SMS, emails, and tickets promptly
- Gather complete and accurate information during intake
- Triage and prioritize based on urgency and business impact
- Resolve technical requests within Tier 2 scope
- Escalate internally with full documentation when required
- Maintain queue hygiene and SLA alignment
- Eventually answer inbound calls
Tier 2 agents do not escalate directly to customer executive contacts. Escalations remain internal to Menu or Networking teams.
KEY RESPONSIBILITIES
Call & Ticket Intake
- 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
First-Level Troubleshooting & Execution
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
Attempt first-contact resolution whenever possible while maintaining quality and accuracy.
Ticket Hygiene & Queue Management
- 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
Customer Communication
- 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
Knowledge Base & Process Contribution
- Utilize internal documentation consistently
- Flag outdated or missing documentation
- Escalate recurring issue trends to Shift Leads
Collaboration & Escalation
- 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
Required:
- 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
- Restaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.)
Preferred:
- Zendesk experience
- Slack and multi-channel support experience
- Exposure to networking or online ordering platforms
WHO WE ARE
Our client is a leader in restaurant technology support, helping restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. Their team is made up of problem-solvers, collaborators, and lifelong learners, passionate about helping customers succeed.
OUR CORE VALUES
🙏 Be Human – Show up every day with humility, empathy, and generosity.
🙌 Own Your Limits – Be honest, ask for help, and trust the team.
💡 Seek Solutions – Bring solutions (rather than problems) to the table.
🚀 Sustain a Growth Mindset – See potential, keep learning, aspire.Originally posted on Himalayas