Support Specialist
5&5 is looking for a frontline responder for all brands and platforms. Delivers fast, accurate support and documents all activity according to SOPs. This role requires a level of POS experience, with Aloha preferred. Plays a key role in ensuring first response SLAs are met and setting the tone for ongoing support through issue resolution.
What You’ll Do
- Act as the first point of contact for support tickets across all brands via Zendesk and other platforms.
- Resolve standard hardware, software, and process issues or escalate to Tier 2 when appropriate.
- POS Support & Troubleshooting
- Maintain 98%+ SLA compliance with first responses under 30 minutes during business hours.
- Accurately document tickets with complete troubleshooting steps and outcomes.
- Remain current with helpdesk processes and participate in ongoing training.
- Provide feedback for continuous process improvement.
What We’re Looking For
- Availability to work on weekends with a focus on Sundays.
- 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
- Medical and Dental Insurance Plans
- Paid Holidays including but are not limited to: New Year’s Day, Holy Week, All Saints Day, Independence Day, Labor Day, Christmas Eve, and Christmas Day
- 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
- Monthly Quality of Life stipend
- Yearly home office stipend
- Yearly education stipend
About 5&5
5&5 is the restaurant industry’s premier IT and digital platform management company, specializing in SaaS implementations, POS and omni-channel ordering, loyalty programs, and digital managed services. With a team of 65+ experts, we’ve supported over 20,000 locations and $1 billion in annual sales. From platform implementations and onboarding to comprehensive POS configurations and franchisee operations, we optimize and integrate the technology that drives your restaurant business, serving as an extension of your team. To date, 5&5 has partnered with 180+ brands, including CKE, Dutch Bros Coffee, Bojangles, and Raising Cane’s.
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.