[Hiring] Tech Support Specialist @Tendril

Role Description

The Tier 2 Support Team serves as the escalation point for customer support interactions that require deeper technical troubleshooting beyond initial intake. This team is responsible for accurate triage, in-depth troubleshooting, and clean resolution or further escalation when necessary. Tier 2 agents are the voice of tech support for one of our clients, ensuring customers feel heard, supported, and confident throughout their interaction while maintaining strong ticket hygiene, priority accuracy, and documentation standards. This role operates at the escalation and resolution level, ensuring tickets move efficiently through the system without bottlenecks.

Qualifications

• 1–2 years of customer support or helpdesk experience
• Strong phone presence and verbal communication skills
• Clear written communication and documentation ability
• Ability to multitask across calls, tickets, and chat
• Comfortable working in high-volume environments
• Restaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.)
• Zendesk experience (preferred)
• Slack and multi-channel support experience (preferred)
• Exposure to networking or online ordering platforms (preferred)

Requirements

• Answer SMS, emails, and tickets promptly
• Gather complete and accurate information during intake
• Triage and prioritize based on urgency and business impact
• Resolve technical requests within Tier 2 scope
• Escalate internally with full documentation when required
• Maintain queue hygiene and SLA alignment
• Eventually answer inbound calls
• Serve as the first line of support for all inbound channels
• Capture critical details including impacted system, symptoms, steps taken, and urgency
• Document thoroughly in the ticketing system
• Set clear expectations with customers regarding next steps
• Resolve routine issues using knowledge base documentation and predefined workflows
• Attempt first-contact resolution whenever possible while maintaining quality and accuracy
• Open and fully review tickets before taking action
• Validate subject line, problem statement, type, category, platform, and priority
• Maintain SLA targets:
• SMS First Response: Under 5 minutes
• Email First Response: Under 30 minutes
• Keep personal queue organized and current
• Ensure escalations include full troubleshooting context
• Communicate clearly, calmly, and professionally
• Provide realistic timelines when escalation is required
• Avoid over-promising resolution
• Ensure customers feel informed and supported throughout the interaction
• Utilize internal documentation consistently
• Flag outdated or missing documentation
• Escalate recurring issue trends to Shift Leads
• Notify Shift Leads of high-impact or trending issues
• Avoid unnecessary Slack alerts for non-urgent issues
• Support team queue health during high-volume periods

Benefits

• First response times consistently within SLA
• Clean, complete tickets with minimal rework
• Accurate prioritization and categorization
• High first-contact resolution for routine issues
• Customers feel confident after initial interaction
• Escalations are clear and require no additional clarification