Technical Support Analyst

Technical Support Analyst

Location:   Remote USA

Contract Duration:  3 months (with potential extension)

Contract Type:   W2 through Staffing Supplier

Note on hours: Must be flexible to support line hours (9am-9pm EST Mon-Sun) 

*** Please note that this position requires a flexible schedule - the team works all days of the week (including weekends) from 9am-9pm EST. While team members will work 40 hours per week, these hours might come from night and weekend shifts. 

****strong preference for candidates with past startup and technical support/ IT experience****

About the Team: 

Our client is launching a new, confidential, product targeting restaurants across the United States. This team is on the ground floor of a product that can change the hospitality industry forever. 

About the Role 

In search of a new team member to join our Technical Support team, helping restaurants live as they work with our new product. Our Technical Support team currently offers 365/12/7 coverage from 9am-9pm EST. You must be flexible to work mornings, nights, weekdays, and/or weekends. Shift times may be subject to change as we expand our team! We primarily manage our ticket queue via email and text message and provide phone or video support upon request or as needed. You’ll be a strategic problem solver and become a technical subject matter expert in all things related to our new product! You will be the first line of defense for all merchant support tickets, ensuring that the team provides an exceptional service experience and best-in class technical support when something goes wrong. To succeed in this role, you will need to have a combination of deep technical/ networking knowledge, strong communication/ troubleshooting skills, an entrepreneurial mindset, and a constant desire to never stop building your knowledge of our product. 

You’re excited about this opportunity because you will… 

• Be an early part of a collaborative team that prides itself with world-class customer service and technical support for an innovative and industry leading technology platform 
• Work on a small, high priority team, and learn by working directly with world-class leaders such as our Co-Founder 
• Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points 
• Help build our playbook around how to diagnose and triage emerging issues within a new product 
• Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success 
• Develop a deep expertise in our product, processes, systems, tools, and how to diagnose and resolve an issue, especially in cases where there is no set guidance/ playbook 

We’re excited about you because… 

• You have a Bachelor’s degree in a technical field (e.g., information technology, computer science, computer engineering) or equivalent amount of work experience 
• You have startup experience and an entrepreneurial mindset (this team functions like a startup, and ownership/ entrepreneurial spirit are critical to thrive) 
• You have a deep understanding of computer hardware (including ethernet cabling/ network administration) and software 
• You have 4+ years of work experience in a related role in a technical support related role (e.g. IT, networking administration, technical support) 
• You are a natural problem solver, willing to triage problems that often don’t have a pre-defined solution 
• You lead with empathy and deeply care about the success of small business owners across the United States 
• You can speak and write fluent English and have above average technical fluency (typing speed of 40 WPM). 
• You have experience in a fast-paced customer facing role and are resilient in an ever-changing environment 
• You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using our brand voice and tone 
• You are a highly motivated individual that works well in a team environment 

Bonus Points for… 

• Being a past employer’s first technical support hire 
• Experience troubleshooting on android systems 
• Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS Familiarity with G-Suite, ZenDesk, Slack, Atlassian, Salesforce

A reasonable estimate of the compensation range for this position is $40 – $45/hr. The compensation range is specific to the United States and incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.