Rockefeller Philanthropy Advisors seeks a Remote Support Technician to join a dynamic, 24/7 technical support team dedicated to helping restaurant operators across the country keep their businesses running smoothly. You will provide high-volume support across key systems, resolving issues quickly and accurately.
What You'll Do
- Respond to customer issues via phone, email, and other channels with a proactive, can-do attitude.
- Troubleshoot Point-of-Sale systems, networking, and Windows 11 environments.
- Maintain clear and consistent communication with customers, updating them on ticket status and changes.
- Escalate unresolved issues as needed and ensure resolution within agreed service levels.
- Fully document tickets and resolutions in ConnectWise while adhering to internal processes.
- Work collaboratively with vendors and internal teams to provide top-tier support.
- Contribute to improving service quality, customer satisfaction, and internal documentation.
- Participate actively in a values-driven team culture.
What We're Looking For
- Previous experience in customer service or a technical support role within a 24/7 contact center.
- Strong diagnostic and troubleshooting skills across a range of IT and networking systems.
- Comfortable with multitasking, shifting priorities, and handling high-volume support requests.
- Excellent communication skills, both written and verbal.
- Flexible and adaptable to changing technologies and processes.
- Must reside and be authorized to work in the U.S.
- Successful completion of a background check, drug screening, and technical interview.
Technical Stack
- POS Systems: Aloha, SICOM
- Networking: Wired and wireless
- Operating Systems: Windows 11
- Tools: ConnectWise
Team & Environment
You will join a 24/7 technical support team in a fast-paced, team-oriented environment with room to grow. The culture is rooted in values, service excellence, and a people-first approach.
Benefits & Compensation
- Fully remote position within the U.S.
- Opportunity to support top national restaurant brands and franchises.
- Fast-paced, team-oriented environment with room to grow.
- Culture rooted in values and service excellence.
- Comprehensive training and skill development.
- Flexible scheduling with support across multiple shifts.
Work Mode
This role is fully remote and open to candidates residing and authorized to work within the United States.
