Tech Support Specialist – Restaurant POS (Tier 1)
Remote · United States
Job Summary
Tech Support Specialist – Restaurant POS (Tier 1) provides Tier 1 frontline support for restaurant POS and related network issues. Responsible for rapid intake, triage, initial troubleshooting, and careful escalation with documentation. Key duties include handling SMS, emails, and tickets; gathering complete information; prioritizing based on urgency and impact; resolving routine issues within Tier 1 scope (e.g., password resets, 86/86-requests, online ordering pauses, hours of operation updates, basic login issues); maintaining ticket hygiene and SLA alignment; and eventual inbound call handling. Requires strong communication skills, ability to work in high-volume environments, and experience with ticketing systems. Preferred experience includes restaurant POS systems (Toast, PAR, NCR Aloha), Zendesk, Slack, and exposure to networking or online ordering platforms.
Required 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
- Preferred: Restaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.)
- Preferred: Zendesk experience
- Preferred: Slack and multi-channel support experience
- Preferred: Exposure to networking or online ordering platforms
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