Servy is a scale-up in growth mode made up of a small but experienced team that values respect for each other, its customers, and partners above all else. It is building a platform that transforms self-service hospitality and seeks teammates who share this bold vision.
Purpose of the Role
The Technical Support Specialist (Tier 1) role is a unique opportunity to drive the onboarding process of new partners and their stores. This critical role reports to the Senior Technical Manager and directly correlates to supporting our growing network. This is a remote position available to candidates across the U.S.
Job Skills
- Technical Aptitude: You demonstrate a keen knowledge of, and passion for, web technology or digital experiences. You are someone who learns quickly and takes ownership of your personal development.
- Effective Troubleshooting: You can demonstrate strong root cause analysis skills, through effective troubleshooting skills. You can quickly identify problems and solutions. You work well in a collaborative troubleshooting environment, while at the same time you can also work autonomously to arrive at the right solution for our customers.
- Communications: You can establish a professional, friendly, patient and empathetic dialogue with customers.
- Organization: You understand priorities and can complete multiple tasks a day assigned through different platforms without losing focus.
- Adaptable: You are resilient and adapt to the changing business and landscape in the tech world.
Job Requirements
- Act as the SME (subject matter expert) for client-based questions and support.
- Assists with menu building and special projects as assigned.
- Document issues by collecting logs, data, and workflows to assist Operations and the Engineering team with escalated issues.
- Handles escalations from Level 1 to Operations on more complex issues.
- Schedules time to work with end-users to resolve issues timely.
- Tracks all work with detail and precision within the ticketing system.
- Owns and develops documentation for the team.
- Provides software training and support to customers.
- Provisioning hardware through imaging and installing software.
- Remote role, although preference if based in Houston, Texas
Background
- Experience working in a ticket-based support environment
- 1-3 years of work experience, preferably with a SaaS company
- Hospitality background is a bonus
- Multilingual is a bonus
- Network and/or A+ certifications or applicable hands-on IT work experience
- Understanding of hardware and architecture
Benefits
- Competitive salary and meaningful equity
- Health, dental, and vision care subsidy with Blue Cross Blue Shield PPO and HSA options
- Unlimited vacation policy and paid holidays
