Tier 2 Support Specialist - Freelance, Remote

Role Summary

About the Client

Our client is an AI-enabled technology support provider built exclusively for the restaurant industry, offering 24/7 coverage across POS, KDS, online ordering, networking, and other core restaurant tech platforms. They serve multi-unit restaurant brands nationwide, combining a "we solve it ourselves" philosophy with fast, always-on responsiveness so restaurant teams can stay focused on running their business instead of fighting their tech. Their support model is built on tiered, structured escalation — ensuring every issue reaches the right level of expertise quickly, without unnecessary back-and-forth for the customer.

WFH Set-Up

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 should apply if...

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.

What to expect...

Requirements

Why does this role exist?

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.

• The Impact you’ll make
• Escalation Ownership Resolution
• 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
• Technical Troubleshooting Execution
• 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
• Ticket Hygiene Queue Management
• 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
• Customer Communication
• 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
• Knowledge Base Process Contribution
• 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
• Skills, Knowledge and Expertise
• 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

Your superpowers are...

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
• $7 per hour
• No benefits package included
• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system
• 40 hours per week
• U.S. Business Hours