Tier 2 Support Specialist

Vaga não está no LinkedIn

🕒 Agosto 28

🇵🇭 Filipinas – Remoto

💵 $7 / hora

⏰ Tempo Integral

🟢 Júnior

💝 Suporte ao Cliente

🚫👨‍🎓 Sem graduação necessária

👻 Score fantasma 9%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Magic, Inc

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🤝 B2B

⚡ Produtividade

B2B • Productivity

assistentes executivos + AI

Descrição

• Receive and take ownership of escalated Tier 1 tickets with full troubleshooting context • Diagnose and resolve complex technical issues beyond first-contact scope • Close the loop with customers once a resolution is reached • Provide hands-on support for POS platforms such as Toast, PAR, and NCR Aloha, online ordering, and networking issues • Investigate root causes rather than applying temporary workarounds • Coordinate with third-party vendors when external support is required • Review escalated tickets and validate subject line, problem statement, type, category, platform, and priority • Maintain SLA alignment and keep the escalations queue current and organized • Ensure further escalations include complete documentation and troubleshooting history • Communicate clearly, calmly, and professionally during troubleshooting • Provide realistic timelines and keep customers informed • Use and help maintain internal documentation and predefined workflows • Flag outdated, missing, or unclear documentation • Share recurring issue trends and root-cause patterns with Shift Leads and the Support Operations Manager • Report to the Client via Magic

🎯 Requisitos

• 1–2+ years of customer support or helpdesk experience • Hands-on experience supporting restaurant POS or technology platforms (e.g., Toast, PAR, NCR Aloha) • Strong phone presence and verbal communication skills • Clear written communication and ticket documentation ability • Comfortable working in high-volume, multi-channel support environments • Working knowledge of restaurant POS systems and related technology stacks • Comfort troubleshooting networking, online ordering, and integration issues • Ticketing system fluency; Zendesk experience a plus • Ability to multitask across tickets, chat, and calls without losing accuracy • Computer with at least 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or higher • Internet speed of at least 40MBPS • Headset with an extended noise-canceling mic and webcam • Back-up computer and internet connection • Quiet, dedicated workspace at home • Reliable internet connection • Own computer with Intel Core i5 or similar or higher operating system • Availability for 40 hours per week during U.S. Business Hours

🏖️ Benefícios

• No benefits package included