Job description
Description
We are seeking a Sr. Technical Support Specialist to help lead our support team and elevate our customer service standards. In this role, you will combine high-level technical troubleshooting with people leadership to ensure our users receive world-class assistance while your team grows professionally. This role involves solving API Integration, digital ordering and loyalty software configuration ONLY. This is NOT a Network or hardware tech position. Restaurant digital software experience required.
Company Overview:
Incentivio helps restaurants increase revenue and margins by owning the digital guest experience - from branded mobile apps to online ordering, loyalty, delivery, and analytics. Our cloud software platform allows restaurants to launch branded digital guest experiences in weeks, and our restaurant clients hail from all over North America - from Florida to Montreal and British Columbia to San Diego. We’re looking for hard-working, self-motivated individuals to join our growing team and help us make a difference in the restaurant industry!
Key Responsibilities:
Escalation Management: Act as the final point of contact for complex technical issues, coordination with engineering and product teams for resolution.
Process Optimization: Design and implement streamlined support protocols, documentation standards, and internal SLAs to improve response times.
Data Analysis: Track and report on key performance indicators (KPIs) such as first-response time, ticket volume, and customer satisfaction (CSAT) scores.
Strategic Planning: Collaborate with leadership to scale the support department and select/manage the support tech stack (CRM, helpdesk software, etc.)
Team Leadership: Mentor and manage a team of support specialists, overseeing daily workflows, performance reviews, and professional development.
Requirements
Required Qualifications:
Experience: 4+ years in a technical support role, with at least 2 years in a supervisory or managerial capacity in the restaurant industry. Please DO NOT apply if you do not have this requirement !!
Technical Proficiency: Deep understanding of Zendesk and CRM tools like Salesforce.
Communication: Exceptional verbal and written skills, with the ability to explain technical concepts to non-technical stakeholders.
Education: Bachelor’s degree in Computer Science, Information Technology or a related field (or equivalent practical experience).
Preferred Skills:
POS
Digital Ordering
Integrations
Schedule & Benefits:
Remote position
Health Insurance and 401k available
Position Overview:
Monitor incoming support tickets to see if they can be resolved or if they will need to be escalated to the Engineering team and identified as a platform bug. Resolving these tickets could include but is not limited to helping configure integrated and non-integrated Marketing Campaigns, issues related to restaurant menus, guiding back-end users on using the platform, or other issues caused by user error.
Help clients add additional locations as well as other features of our product (e.g. gift cards, catering, artificial intelligence tools, etc)
Investigate and solve potential configuration issues
Monitor channels that report on errors clients are experiencing and resolve them on a daily basis
Investigate potential bugs and work with the Engineering team and/or Product team to resolve them
Refine existing processes and create new processes that allow us to better ensure our client’s success in using the platform
Participate in and run high-level meetings to identify opportunities to improve the platform to help make our clients more successful
Proactively reach out to clients about potential or existing issues and offer potential solutions
Work with the development team to document new features and leverage existing tools to inform Customer Success Managers, the sales team, and existing clients about these features
