Tier 2 Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

💵 $7 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Magic, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

⚡ Productivity

B2B • Productivity

Magic, Inc. is a company that provides a frictionless way to connect businesses with thoroughly vetted and cost-effective remote workers for various key functions. Their services include virtual assistance, customer service, sales lead generation, and scheduling, leveraging a combination of automation and the expertise of remote workers to streamline business operations.

📋 Description

• 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timelines and keep customers informed • Use and help maintain internal documentation and predefined workflows • Flag outdated, missing, or unclear documentation • Share recurring issue trends and root-cause patterns with Shift Leads and the Support Operations Manager • Report to the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

🎯 Requirements

• 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

🏖️ Benefits

• No benefits package included