What are we looking for in our Desktop Support?
Title - Technical Support
Duration - 4+ Months
Pay rate - $30 to $40 / hr on w2 (depends on exp)
Remote role
About the Role :
As a member of the Technical Support team, you will provide support for restaurants using our new product. Our team operates 365 days a year, offering support from 9 AM to 9 PM ET.
You will need to be flexible with your schedule, which may include working mornings, nights, weekdays, and weekends.
You will manage support tickets primarily through email and text, with occasional phone or video support as needed. You will be a strategic problem solver, diagnosing technical issues and ensuring a world-class support experience for our customers.
Responsibilities :
- Provide first-line technical support for merchant issues, ensuring exceptional service and quick resolution.
- Investigate and resolve complex technical issues, identifying and addressing failure points.
- Develop deep expertise in the product and support processes, diagnosing issues even in the absence of predefined solutions.
- Collaborate with the team to create playbooks for troubleshooting and triaging new issues.
- Address customer concerns with empathy and urgency, fostering a positive customer experience.
Requirements :
- Bachelor’s degree in a technical field (e.g., IT, Computer Science, Computer Engineering) or equivalent work experience.
- 4+ years of experience in technical support, IT, or network administration roles.
- Strong understanding of computer hardware, networking (including Ethernet cabling), and software troubleshooting.
- Experience working in technical startups or with emerging technologies.
- Excellent communication and problem-solving skills with a focus on customer empathy.
- Ability to write clearly and effectively, including formal and casual communication in line.
- Ability to thrive in a fast-paced, ever-changing environment.
Bonus Points For :
- Previous experience as a company’s first technical support hire.
- Experience troubleshooting Android systems.
- Familiarity with POS systems (Toast, Square, Upserve, Micros, Aloha, NCR, or Revel).
- Experience with G-Suite, ZenDesk, Slack, Atlassian, Salesforce.
Join us as we support the success of small business owners across the U.S. and help build a product that can change the industry!
Benefits Info :
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
CB #LI-AT2
Rate / Salary : $30 to $40 / hr on w2 (depends on exp)
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