Tech Support Specialist – Restaurant POS (Tier 1)

TL;DR

Tech Support Specialist – Restaurant POS (Tier 1): Serve as the first point of contact for inbound customer support via SMS, email, tickets, handling rapid intake, accurate triage, initial troubleshooting, and clean escalations. Focus on resolving routine issues like password resets, menu updates, online ordering pauses, and basic access problems while maintaining ticket hygiene, SLA compliance, and queue management.

Location: Remote

Company

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

What you will do

• Answer inbound SMS, emails, tickets, and eventually calls promptly as first line of support.
• Gather complete details, triage, prioritize based on urgency, and document thoroughly in ticketing system.
• Resolve routine Tier 1 issues using knowledge base, such as password resets, menu updates, online ordering pauses, and basic login problems.
• Escalate complex issues internally to Tier 2 or SMEs with full context, avoiding direct customer executive escalations.
• Maintain queue hygiene, SLA targets (SMS <5 min, email <30 min), and accurate categorization.
• Communicate clearly with customers, set realistic expectations, and contribute to knowledge base improvements.

Requirements

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

Nice to have

• Restaurant technology or POS experience (Toast, PAR, NCR Aloha).
• Zendesk, Slack, and multi-channel support experience.
• Exposure to networking or online ordering platforms.

Culture & Benefits

• Core values: Be Human (humility, empathy), Own Your Limits (ask for help), Seek Solutions, Sustain a Growth Mindset.
• Collaborative environment as problem-solvers and lifelong learners passionate about customer success.
• Full-time remote role focused on team support and queue health during high-volume periods.