Senior Customer Support Specialist
New
O
OloSaaS Restaurant Technology
United Kingdom, RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- Minimum 2+ years of experience
- Required Skills
- JiraZendeskPostmanTechnical support
Requirements
- Minimum 2+ years of experience in technical support, customer success, implementation, IT, QA, or restaurant operations.
- Proficiency with diagnostic and troubleshooting tools including Postman, Sumo Logic, and system logs.
- Working knowledge of ticketing systems such as Zendesk or JIRA, including advanced workflows.
- Experience contributing to internal knowledge bases and technical documentation.
- Strong ability to translate complex technical concepts for non-technical audiences.
- Experience working with online ordering, payment integrations, or POS systems.
- Proficiency using AI tools to increase efficiency.
- Ability to work traditional and non-traditional shifts including evenings, weekends, and holidays.
- Ability to participate in an on-call rotation as business needs arise.
Responsibilities
- Independently diagnose and resolve complex technical issues using analytical and troubleshooting skills.
- Respond to customer inquiries and escalations via phone and written tickets while meeting SLA and CSAT targets.
- Escalate technical issues to Product or Engineering teams for root cause analysis and manage communication with customers.
- Identify recurring customer issue patterns and advocate for process improvements with CX leadership.
- Maintain ticket hygiene and perform administrative tasks to ensure high-quality support operations.
- Share knowledge and documentation with the team to improve collective support capabilities.
- Provide informal mentoring and guidance to newer team members regarding product knowledge and best practices.
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