Tier 2 Support Technician

inKindRemote - ET (Eastern)$55k – $65k5d ago

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Requirements

Passionate about our mission and can see the value this role brings to us, our restaurant partners, and our customers
Creative problem solver with the ability to quickly assess, deescalate, and resolve customer issues
Clear, empathetic, and relatable communicator
Sharp-focused and detail-oriented learner, able to quickly adapt to our product and features to best serve our customers
Responsive, autonomous, and time-conscious
1-2 years Technical Customer Service experience
Experience working with CRM software (Zendesk is preferred)
Good oral & written communication skills and the ability to communicate efficiently with the development team as well as our end users and merchant partners
Must be able to explain abstract concepts verbally and in writing
Good interpersonal and organizational skills.
3-4 years Technical Customer Service experience
Previous experience in the hospitality industry
Work Environment:
Work Environment:
The candidate must be able to work autonomously in a remote environment and have a stable and reliable internet connection
Monitor, laptop, headset, wireless keyboard and mouse are provided by inKind
Schedule
3:00pm-12midnight EST, Sunday - Thursday

Provide email and occasional phone support (outbound) to guests and merchant partners via our ticketing system on the Zendesk ticketing platform
Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a CSat score of 90% or higher
Maintain close contact and open communications with restaurant owners and guests until an issue has been resolved
Provide white glove support to our VIP guest cohort including booking reservations and offering priority support via a text line
Escalate complex issues to Tier 3 and Management appropriately
Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies
Conduct technical support in line with documented procedures
Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
Use communication channels to inform the team of important issues and information which will help improve team performance

Generous PTO and company holiday policy + company paid Short Term Disability
100% employer covered health and dental insurance for our direct employees (a set plan is covered, with higher tier healthcare coverage available at employee’s additional cost; dependent coverage is at employee’s cost); vision plan available at employee’s additional cost
Child Care Benefits and generous parental leave
$55,000 - $65,000, DOE

7h ago