inKind is looking for a Tier 2 Support Technician to join our growing customer support team. You will deliver excellent, hospitality-focused service to our end users (restaurant guests) and clients (restaurant owners). Success requires a talent for real-time problem-solving and strong technical communication skills to resolve day-to-day issues.
What You'll Do
- Provide email and phone support (inbound/outbound) to guests and merchant partners via our phone system on the Zendesk ticketing platform.
- Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a CSAT score of 90% or higher.
- Maintain close and open communications with restaurant owners and guests until an issue has been resolved.
- Escalate complex issues to Tier 3 and Management appropriately.
- Communicate complex technical issues to our end users and development team and follow up according to our policies.
- Conduct technical support in line with documented procedures and act with integrity when assisting internal and external accounts.
- Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions to reduce future problems.
- Use communication channels to inform the team of important issues and information which will help improve team performance.
What We're Looking For
- 1-2 years Technical Customer Service experience.
- Experience working with CRM software (Zendesk is preferred).
- Good oral & written communication skills and the ability to communicate efficiently with the development team as well as our end users and merchant partners.
- Must be able to explain abstract concepts verbally and in writing.
- Excellent interpersonal and organizational skills.
Nice to Have
- 3-4 years Technical Customer Service experience.
- Previous experience in the hospitality industry.
Technical Stack
- Zendesk
Team & Environment
You will report directly to the Senior Customer Support Operations Manager.
Benefits & Compensation
- Compensation range: $55,000 - $65,000, depending on experience.
- Generous PTO and company holiday policy + company-paid Short Term Disability.
- 100% employer-covered health and dental insurance for our direct employees (a set plan is covered, with higher tier healthcare coverage available at the employee’s additional cost; dependent coverage is at the employee’s cost); vision plan available at the employee’s additional cost.
- Child Care Benefits and generous parental leave.
- Monitor, laptop, headset, wireless keyboard and mouse are provided by inKind.
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.
