[Hiring] Desktop Support @Lancesoft Inc.

Role Description

You will serve as a frontline support agent within our broader Restaurant Platform organization. This is a highly hands-on role:

• Own merchant tickets end-to-end.
• Build deep product and workflow expertise quickly.
• Become a go-to resource for resolving complex, high-impact cases.

Expect the day-to-day to involve:

• Diagnosing novel issues with incomplete information.
• Driving cases to resolution.
• Delivering a consistently high bar of merchant communication.

You're excited about this opportunity because you will:

• Get to the lowest level of detail to diagnose and resolve novel issues.
• Own and resolve a broad range of merchant support tickets end-to-end.
• Bring a strong technical troubleshooting mindset to complex failures.
• Handle high-stakes situations where downtime or operational disruption is on the line.
• Contribute to playbooks, internal knowledge, and training materials.
• Support our expanding coverage motion while maintaining white-glove service quality.

Qualifications

• Strong technical troubleshooting mindset.
• Direct customer-facing support experience in a high-volume environment.
• Experience supporting complex platforms in ambiguous, high-impact environments.
• Ability to communicate clearly and calmly under pressure.
• Comfortable getting into the weeds to troubleshoot.

Requirements

• Scrappy and relentless about ownership.
• Ability to push cases through ambiguity and coordinate across teams.
• Recognize patterns that can inform broader improvements.

Benefits

• Competitive pay rate of $45/hr. On W2 (All inclusive).
• Remote work opportunity.
• Duration of 3 months.