Tier 2 Support Technician
Austin, TX
Role Summary:
The Tier 2 Support Technician will work with our growing customer support team to deliver excellent service to our end users (restaurant guests) and clients (restaurant owners) utilizing an amiable and hospitality-focused voice. Success in this role requires a talent for real-time, efficient problem solving, and technical communication skills to provide support to resolve day-to-day issues.
This role requires top-tier organizational skills, a high level of follow-through and the ability to communicate technical issues efficiently and succinctly to our development team, merchant partners and end users. Additionally, applicants should be naturally interested in helping customers by resolving their questions and concerns.
Responsibilities:
• Provide email and occasional phone support (outbound) to guests and merchant partners via our ticketing system on the Zoho Desk CRM platform.
• Maintain close contact and open communications with restaurant owners and guests until an issue has been resolved.
• Provide concierge/white glove support to our VIP guest cohort including booking reservations and offering priority support via a text line.
• Escalate complex issues to Tier 3 and Management appropriately.
• Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies.
• Conduct technical support in line with documented procedures.
• Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
• Use communication channels to inform the team of important issues and information which will help improve team performance.
Minimum Qualifications:
• 1-2 years Technical Customer Service experience
• Experience working with CRM software (Zoho Desk is preferred).
• Good oral & written communication skills and the ability to communicate efficiently with the
development team as well as our end users and merchant partners.
• Must be able to explain abstract concepts verbally and in writing.
• Good interpersonal and organizational skills.
Preferred Qualifications
● 3-4 years Technical Customer Service experience
● Previous experience in the hospitality industry
Schedule
● Wednesday-Sunday 3pm-11pm CST/ 2pm-10pm PST
Salary
The Tier 2 Support Technician will work with our growing customer support team to deliver excellent service to our end users (restaurant guests) and clients (restaurant owners) utilizing an amiable and hospitality-focused voice. Success in this role requires a talent for real-time, efficient problem solving, and technical communication skills to provide support to resolve day-to-day issues.
This role requires top-tier organizational skills, a high level of follow-through and the ability to communicate technical issues efficiently and succinctly to our development team, merchant partners and end users. Additionally, applicants should be naturally interested in helping customers by resolving their questions and concerns.
Responsibilities:
• Provide email and occasional phone support (outbound) to guests and merchant partners via our ticketing system on the Zoho Desk CRM platform.
• Maintain close contact and open communications with restaurant owners and guests until an issue has been resolved.
• Provide concierge/white glove support to our VIP guest cohort including booking reservations and offering priority support via a text line.
• Escalate complex issues to Tier 3 and Management appropriately.
• Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies.
• Conduct technical support in line with documented procedures.
• Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
• Use communication channels to inform the team of important issues and information which will help improve team performance.
Minimum Qualifications:
• 1-2 years Technical Customer Service experience
• Experience working with CRM software (Zoho Desk is preferred).
• Good oral & written communication skills and the ability to communicate efficiently with the
development team as well as our end users and merchant partners.
• Must be able to explain abstract concepts verbally and in writing.
• Good interpersonal and organizational skills.
Preferred Qualifications
● 3-4 years Technical Customer Service experience
● Previous experience in the hospitality industry
Schedule
● Wednesday-Sunday 3pm-11pm CST/ 2pm-10pm PST
Salary
Compensation/Benefits:
This is not meant to be an exhaustive list of duties and responsibilities. This position may require additional tasks, duties or projects as assigned. inKind is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexualorientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental
disabilities, military status or any other basis prohibited by law.
inKind is an Equal Opportunities Employer. We believe that diversity is vital to inKind's ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please reach out at careers@inkind.com.
- $60-$65k depending on experience
- Medical/Dental coverage plan
- Flexible vacation and remote work policies
- Career development training opportunities
- Office-catered lunches and snacks
- Pet-friendly office space
This is not meant to be an exhaustive list of duties and responsibilities. This position may require additional tasks, duties or projects as assigned. inKind is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexualorientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental
disabilities, military status or any other basis prohibited by law.
inKind is an Equal Opportunities Employer. We believe that diversity is vital to inKind's ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please reach out at careers@inkind.com.