Tier 2 Support Specialist - Freelance, Remote

Frontline agents resolve routine, first-contact issues quickly — but restaurant technology problems don't stop there. Point-of-sale failures, networking outages, and platform-specific configuration issues need someone with deeper technical know-how who can pick up where Tier 1 leaves off, diagnose the real root cause, and close the loop without customers having to repeat themselves. This role exists to be that next layer of expertise: someone who can take a well-documented escalation and turn it into a confident resolution, protecting both the customer relationship and the restaurant's ability to keep operating without disruption.

• Receive and take ownership of escalated tickets from Tier 1 with full troubleshooting context
• Diagnose and resolve more complex technical issues beyond first-contact scope
• Close the loop with customers clearly once a resolution is reached

• Provide hands-on support for POS platforms (e.g., Toast, PAR, NCR Aloha), online ordering, and networking issues
• Investigate root causes rather than applying temporary workarounds
• Coordinate with third-party vendors when an issue requires external support

• Fully review escalated tickets before taking action, validating subject line, problem statement, type, category, platform, and priority
• Maintain SLA alignment and keep the escalations queue current and organized
• Ensure any further escalation includes complete documentation and troubleshooting history

• Communicate clearly, calmly, and professionally, especially when resolution requires more time
• Provide realistic timelines and avoid over-promising resolution
• Keep customers informed and confident throughout multi-step troubleshooting

• Use and help maintain internal documentation and predefined workflows
• Flag outdated, missing, or unclear documentation
• Share recurring issue trends and root-cause patterns with Shift Leads and the Support Operations Manager

• 1–2+ years of customer support or helpdesk experience
• Hands-on experience supporting restaurant POS or technology platforms (e.g., Toast, PAR, NCR Aloha)
• Strong phone presence and verbal communication skills
• Clear written communication and ticket documentation ability
• Comfortable working in high-volume, multi-channel support environments

• Technical:
  
• Working knowledge of restaurant POS systems and related technology stacks

Comfort troubleshooting networking, online ordering, and integration issues Ticketing system fluency (Zendesk experience a plus) Ability to multitask across tickets, chat, and calls without losing accuracy Soft Skills:
Calm, clear communicator under pressure Strong problem-solving instincts and root-cause thinking Highly organized with sharp attention to detail Collaborative — knows when to loop in Shift Leads or SMEs

• Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
• Internet speed of at least 40MBPS
• Headset with an extended mic that has noise cancellation and a webcam
• Back-up computer and internet connection
• Quiet, dedicated workspace at home

• You genuinely enjoy solving technical problems and don't stop at the first workaround — you want to understand why something broke.
• You stay composed when a customer is frustrated, because you know clear communication and a realistic timeline matter more than a rushed answer.
• You take ownership of your queue, document your work thoroughly, and see clean handoffs as a point of pride, not an afterthought.
• You're energized by fast-paced, high-volume environments and see every escalation as a chance to prove the team's expertise.

Benefits