TIER 2 TECH SUPPORT SPECIALIST
Support Operations
Location: Remote
Employment Type: Full Time
ROLE PURPOSE
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. They ensure 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.
PRIMARY FUNCTION
Answer SMS, emails, and tickets promptly
Gather complete and accurate information during intake
Triage and prioritize based on urgency and business impact
Resolve routine technical requests within Tier 1 scope
Escalate internally with full documentation when required




Maintain queue hygiene and SLA alignment
Eventually Answer inbound calls
Tier 2 agents do not escalate directly to customer executive contacts. Escalations remain internal to Menu or Networking teams.
KEY RESPONSIBILITIES
Call & Ticket Intake
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
First-Level Troubleshooting & Execution
Resolve routine issues using knowledge base documentation and predefined workflows, including:
Password resets
86 / un-86 requests
Online ordering pauses
Hours of operation updates
Basic login and user access issues
Attempt first-contact resolution whenever possible while maintaining quality and accuracy.
Ticket Hygiene & Queue Management
Open and fully review tickets before taking action
Validate subje

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