Tech Support Specialist – Restaurant POS (Tier 2) | LATAM

Location: Remote, LATAM

Company

Restaurant technology support helping restaurants maintain POS systems, online ordering, and network operations.

What you will do

• Answer inbound SMS, emails, tickets, and eventually phone calls.
• Gather technical details, triage requests, and prioritize issues by urgency and business impact.
• Troubleshoot and resolve routine POS and access issues, including password resets, 86/un-86 requests, ordering pauses, operating-hours updates, and basic login problems.
• Maintain accurate ticket categorization, documentation, queue hygiene, and SLA alignment.
• Communicate timelines clearly and escalate complex or high-impact issues internally with complete troubleshooting context.
• Identify documentation gaps and recurring issue trends for Shift Leads.

Requirements

• 1–2 years of customer support or helpdesk experience.
• Restaurant technology or POS experience, such as Toast, PAR, or NCR Aloha.
• Strong phone presence, verbal communication, written communication, and documentation skills.
• Ability to multitask across calls, tickets, and chat in a high-volume environment.
• Ability to meet response targets: SMS first response under 5 minutes and email first response under 30 minutes.

Nice to have

• Zendesk experience.
• Slack and multi-channel support experience.
• Exposure to networking or online-ordering platforms.

Culture & Benefits

• Remote full-time work in a restaurant technology support environment.
• Values include empathy, ownership, solution-focused thinking, and continuous learning.
• Collaboration with Menu, Networking, and Shift Lead teams during escalations and high-volume periods.