Tier 2 Support Specialist - Freelance, Remote

About the Client Our client is an AI-enabled technology support provider built exclusively for the restaurant industry, offering 24/7 coverage across POS, KDS, online ordering, networking, and other core restaurant tech platforms. They serve multi-unit restaurant brands nationwide, combining a "we solve it ourselves" philosophy with fast, always-on responsiveness so restaurant teams can stay focused on running their business instead of fighting their tech. Their support model is built on tiered, structured escalation — ensuring every issue reaches the right level of expertise quickly, without unnecessary back-and-forth for the customer. Why does this role exist? Frontline agents resolve routine, first-contact issues quickly — but restaurant technology problems don't stop there. Point-of-sale failures, networking outages, and platform-specific configuration issues need someone with deeper technical know-how who can pick up where Tier 1 leaves off, diagnose the real root cause, and close the loop without customers having to repeat themselves. This role exists to be that next layer of expertise: someone who can take a well-documented escalation and turn it into a confident resolution, protecting both the customer relationship and the restaurant's ability to keep operating without disruption. The Impact you’ll make Escalation Ownership Resolution • Receive and take ownership of escalated tickets from Tier 1 with full troubleshooting context • Diagnose and resolve more complex technical issues beyond first-contact scope • Close the loop with customers clearly once a resolution is reached Technical Troubleshooting Execution • Provide hands-on support for POS platforms (e.g., Toast, PAR, NCR Aloha), online ordering, and networking issues • Investigate root causes rather than applying temporary workarounds • Coordinate with third-party vendors when an issue requires external support Ticket Hygiene Queue Management • Fully review escalated tickets before taking action, validating subject line, problem statement, type, category, platform, and priority • Maintain SLA alignment and keep the escalations queue current and organized • Ensure any further escalation includes complete documentation and troubleshooting history Customer Communication • Communicate clearly, calmly, and professionally, especially when resolution requires more time • Provide realistic timelines and avoid over-promising resolution • Keep customers informed and confident throughout multi-step troubleshooting Knowledge Base Process Contribution • Use and help maintain internal documentation and predefined workflows • Flag outdated, missing, or unclear documentation • Share recurring issue trends and root-cause patterns with Shift Leads and the Support Operations Manager Skills, Knowledge and Expertise Required: • 1–2+ years of customer support or helpdesk experience • Hands-on experience supporting restaurant POS or technology platforms (e.g., Toast, PAR, NCR Aloha) • Strong phone presence and verbal communication skills • Clear written communication and ticket documentation ability • Comfortable working in high-volume, multi-channel support environments Your superpowers are... • Technical: • Working knowledge of restaurant POS systems and related technology stacks • Comfort troubleshooting networking, online ordering, and integration issues • Ticketing system fluency (Zendesk experience a plus) • Ability to multitask across tickets, chat, and calls without losing accuracy • Soft Skills: • Calm, clear communicator under pressure • Strong problem-solving instincts and root-cause thinking • Highly organized with sharp attention to detail • Collaborative — knows when to loop in Shift Leads or SMEs WFH Set-Up: • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up. • Internet speed of at least 40MBPS • Headset with an extended mic that has noise cancellation and a webcam • Back-up computer and internet connection • Quiet, dedicated workspace at home You should apply if... • You genuinely enjoy solving technical problems and don't stop at the first workaround — you want to understand why something broke. • You stay composed when a customer is frustrated, because you know clear communication and a realistic timeline matter more than a rushed answer. • You take ownership of your queue, document your work thoroughly, and see clean handoffs as a point of pride, not an afterthought. • You're energized by fast-paced, high-volume environments and see every escalation as a chance to prove the team's expertise. What to expect... Work Setup: • Remote position • Must have a reliable internet connection and a quiet workspace • Required to provide own computer with Intel Core i5 or something similar or higher operating system Working Hours: • 40 hours per week • U.S. Business Hours Compensation: • $7 per hour • No benefits package included Benefits Originally posted on Himalayas