As an Entry Level Tier 1 Technical Support Representative, you’ll be a vital part of our team, assisting customers with technical issues related to restaurant technology. Your primary responsibility will be to provide customer service by diagnosing and resolving technical problems over the phone and through our help desk ticketing system. This position is ideal for individuals new to IT or those launching their careers in the field, with comprehensive training provided.
3rd shift position: This is a 3rd shift position (11 PM to 7 AM) with remote options available after completing training and 1-2 months of on-site work in our office in Warrensville Heights.
Responsibilities:
- Phone Support: Assist restaurant staff by addressing technical issues over the phone, demonstrating patience, empathy, and clarity in communication.
- Ticket Management: Respond promptly to restaurant employees regarding software, hardware, or network problems. Use our help desk ticketing system to track and resolve technical issues efficiently.
- Detailed Documentation: Maintain accurate records of interactions, troubleshooting steps, and resolutions in our internal systems to facilitate future support requests and ensure consistency in service delivery.
- Team Collaboration: Work closely with colleagues and other departments to adopt a cohesive approach to problem-solving and customer support.
- Continuous Development: Engage in ongoing training opportunities to stay updated with technological advancements and improve support processes.
Qualifications:
- Clear Communication: Ability to convey technical information clearly to individuals with varying levels of restaurant technology knowledge.
- Problem-Solving Skills: Proficiency in troubleshooting, diagnosing, and resolving technical issues, with a systematic approach to documenting steps taken for resolution.
- Organizational Proficiency: Strong attention to detail and commitment to follow-through to ensure efficient and effective support delivery.
- Industry Familiarity: Prior experience in the restaurant industry is beneficial but not mandatory.
- Adaptability: Capacity to quickly grasp new technologies and adapt to evolving processes.
- Team Player: Willingness to collaborate effectively with team members and other departments to achieve shared objectives.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Compensation package:
- Hourly pay
- Performance bonus
Experience level:
- No experience needed
- Under 1 year
Schedule:
- 8 hour shift
- Overnight shift
Work Location: Hybrid remote in Cleveland, OH 44128