Technical Support Specialist (Restaurant POS)

TL;DR

Technical Support Specialist (Restaurant POS): Providing first-level technical support and ticket triage for restaurant POS systems with an accent on rapid intake, initial troubleshooting, and efficient escalation. Focus on maintaining strict SLAs, managing ticket hygiene, and resolving routine technical requests to ensure seamless restaurant operations.

Location: Remote

Company

hirify.global (through Science On Call) helps restaurants thrive by ensuring their technology, from POS systems to network operations, works seamlessly.

What you will do

• Act as the first point of contact for all inbound support interactions via SMS, email, and tickets.
• Triage and prioritize requests based on urgency and business impact to ensure efficient flow.
• Resolve routine technical issues, including password resets, login problems, and hours of operation updates.
• Maintain strict ticket hygiene and meet SLA targets (e.g., SMS response under 5 minutes).
• Document troubleshooting steps thoroughly and escalate complex issues to Tier 2 or SMEs.
• Contribute to the internal knowledge base by flagging outdated or missing documentation.

Requirements

• 1–2 years of customer support or helpdesk experience.
• Strong verbal and written communication skills with a professional phone presence.
• Ability to multitask across calls, tickets, and chat in a high-volume environment.

Nice to have

• Experience with restaurant technology or POS systems such as Toast, PAR, or NCR Aloha.
• Proficiency with Zendesk and Slack for multi-channel support.
• Exposure to networking or online ordering platforms.

Culture & Benefits

• Values-driven environment emphasizing humility, empathy, and generosity.
• Culture of ownership, honesty, and trust within the team.
• Strong focus on a growth mindset and lifelong learning.
• Collaborative atmosphere dedicated to problem-solving and customer success.