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 technical requests within Tier 2 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 b

📌 Tech Support Specialist – Restaurant POS (México)
🏢 Tendril
📍 México