inKind

Tier 2 Support Technician

inKind

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $55,000 - $65,000 per year

About the role

  • Provide email and occasional phone support (outbound) to guests and merchant partners via our ticketing 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 contact and open communications with restaurant owners and guests until an issue has been resolved
  • Provide white glove support to our VIP guest cohort including booking reservations and offering priority support via a text line
  • Escalate complex issues to Tier 3 and Management appropriately
  • Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies
  • Conduct technical support in line with documented procedures
  • Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
  • Use communication channels to inform the team of important issues and information which will help improve team performance

Requirements

  • 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
  • Good interpersonal and organizational skills.
  • 3-4 years Technical Customer Service experience (Preferred)
  • Previous experience in the hospitality industry (Preferred)
Benefits
  • 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 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Technical Customer ServiceCRM softwareZendeskticketing systemproblem-solvingtechnical supportcommunication of technical issues
Soft Skills
oral communicationwritten communicationinterpersonal skillsorganizational skillsteam communicationcustomer supportissue resolution