inKind is hiring a Tier 2 Support Technician

inKind is hiring a Tier 2 Support Technician to join our customer support team. You will be instrumental in delivering excellent service to restaurant guests and owners, using a hospitality-focused voice to solve problems in real-time and communicate technical issues clearly.

What You'll Do

• Provide email and occasional outbound phone support to guests and merchant partners via Zendesk.
• Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a CSat score of 90% or higher.
• Maintain close contact and open communications with restaurant owners and guests until an issue is resolved.
• Provide white glove support to VIP guests including booking reservations and offering priority support via text.
• Escalate complex issues to Tier 3 and Management appropriately.
• Communicate complex technical issues to end users and the development team and follow up according to policies.
• Conduct technical support in line with documented procedures.
• Provide your manager with regular updates on common problems and identify longer-term solutions and improvements.
• Use communication channels to inform the team of important issues and information to improve team performance.

What We're Looking For

• 1-2 years of Technical Customer Service experience.
• Experience working with CRM software (Zendesk is preferred).
• Good oral and written communication skills to communicate efficiently with the development team, end users, and merchant partners.
• Must be able to explain abstract concepts verbally and in writing.
• Good interpersonal and organizational skills.

Nice to Have

• 3-4 years of Technical Customer Service experience.
• Previous experience in the hospitality industry.

Technical Stack

• Zendesk

Team & Environment

You will report directly to your manager.

Benefits & Compensation

• Compensation: $55,000 - $65,000, DOE.
• Generous PTO and company holiday policy plus company-paid Short Term Disability.
• 100% employer covered health and dental insurance for direct employees (a set plan is covered, with higher tier healthcare coverage available at employee’s additional cost; dependent coverage is at employee’s cost); vision plan available at employee’s additional cost.
• Child Care Benefits and generous parental leave.

Work Mode

This is a remote position.

inKind is an Equal Opportunity Employer. We believe that diversity is vital to inKind's ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability status, veteran status, or any other protected category have no bearing on our hiring decisions.