Tier 2 Support Specialist - Freelance, Remote

Magic

2d•$7•Remote

About The Position

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. 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.

Requirements

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
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

Nice To Haves

Zendesk experience a plus
Working knowledge of restaurant POS systems and related technology stacks
Comfort troubleshooting networking, online ordering, and integration issues
Ticketing system fluency
Ability to multitask across tickets, chat, and calls without losing accuracy
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

Responsibilities

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
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
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
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
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