Tier 2 Support Technician
Skills
- Technical customer service expertise with CRM software (preferably Zendesk).
- Strong verbal and written communication abilities.
- Ability to explain complex concepts clearly.
- Excellent interpersonal and organizational skills.
- Problem-solving and de-escalation skills.
Responsibilities
- Provide email and phone support to guests and merchant partners using Zendesk.
- Resolve 70 tickets per day with a high one-touch resolution rate and maintain CSAT scores above 90%.
- Maintain communication with restaurant owners and guests until resolution.
- Escalate complex issues to Tier 3 and management appropriately.
- Convey technical issues clearly to end users and development teams.
- Follow documented technical support procedures while acting with integrity.
- Update management on common issues and suggest improvements.
- Share important information to enhance team performance.
Education
- No specific degree required but technical customer service experience is essential.
Benefits
- Generous Paid Time Off and company holidays.
- Company-paid Short Term Disability insurance.
- 100% employer-covered health and dental insurance.
- Vision plan available at employee additional cost.
- Child care benefits and generous parental leave.
- Provided hardware: monitor, laptop, headset, wireless keyboard and mouse.
Average salary estimate
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