Support Specialist
5&5 is looking for someone who is capable of executing Level 1-2 support for our brands. The candidate must have IT & call support experience, preferably in the restaurant industry. The Support Specialist role will be responsible for ensuring brand success and satisfaction for all Tier 1-2 issues. This role will also be critical in monitoring and managing communication with brands while ensuring that requests are routed, escalated, and followed up on to provide proper support and turnaround time.
What You’ll Do
- Process all inbound service requests in accordance with issue severity and established service level agreements
- Answer phone calls for brands as defined by the business. Input information from calls into the ticket system and work to resolve issues over the phone with requesters
- Work with brands to resolve POS issues (Order failures, manage POS databases, configure kitchen routing, help support POS integrations, specific configurations to resolve reporting or operational issues)
- Troubleshoot all Tier 1 & Tier 2 issues with a 95% resolution rate, providing investigation, diagnosis, and feedback on a range of basic issues including changes to store hours, item availability, order errors, and other general client requests
- Troubleshoot, route, and escalate all issues outside of Tier 2, providing in-depth investigation and diagnosis on POS-related SaaS integrations and other digital platforms relating to various restaurant technology stacks
- Act as the primary point of contact for all incoming issues
- Act as a technical backup for other team members
- Work with the Technical Solutions team to optimize existing support and develop new opportunities for the Support team to take on additional work streams for the organization
- Provide frequent updates and communication to clients via various channels such as email, Slack, and Zendesk. Ensure clients are notified with the most up-to-date information on incident progress, brand changes, and outages
- Provide detailed documentation regarding specific ticket resolution and workflow to help build the 5&5 resolution knowledge base
- Analyze and compile incident response data for teams to review, and deliver feedback to improve client service
- Work nights and weekends as needed. Must be comfortable working day shifts and or night shifts. This may change over time, and flexibility in the work schedule is required. Two consecutive days off per week will always be provided
- Outreach to operators for Online Ordering & DSP onboarding as dictated by the brand
- Provide training to new employees
What We’re Looking For
- Must have experience in Customer Support or the IT field (1-3 years of experience)
- Must have experience with ticketing systems
- Must have phone support experience
- Experience troubleshooting POS systems is preferred
- Experience with any other POS-related digital SaaS platforms is a plus
- Strong written and verbal communication skills with a focus on customer service
- Strong attention to detail, with a high level of organization, and time management skills
- Ability to task switch and shift priorities quickly
- Ability to solve complex issues and document resolutions
- Ability to work independently and effectively with little supervision
- Strong troubleshooting, problem-solving, and critical thinking skills
- Strong Internet connection & stable at-home working environment
What We Offer
- Fully remote work
- Paid Holidays
- 15 PTO Days with an annual anniversary accrual of 1 additional PTO day each year, and PTO rollover option
- Birthday PTO day
- 5 Personal/Sick/Mental Health Days
- Paid parental leave
- Medical & Dental coverage
- Monthly snack, pet snack, and lunch stipend
- Education stipend
- And more
About 5&5
5&5 is the food service industry’s premier IT & digital managed services company, supporting brands on Digital Implementations, POS & SaaS Management, Loyalty Management and Creative Services (UX/UI, Branding). With a team comprised of the industry’s best talent in digital and information technology, our mission is to enable food service brands to grow in a digital future by becoming an extension of a brand’s internal teams. To date, 5&5 has worked with over 140+ brands including CKE, Bojangles and Raising Canes.
5&5 is an equal opportunity employer committed to ensuring diversity and inclusion are at the forefront of our business practices. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, gender identity, pregnancy, age, marital status, veteran status, or disability status. We hire solely based on qualifications, merit, and business needs. We are committed to pay parity for all of our employees.
