Tier 2 Support Specialist - Freelance, Remote

Department: Specialized Roles

Employment Type: Full Time

Location: Taguig City, Metro Manila, Philippines, Remote

The Impact you’ll make

• 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• Flag outdated, missing, or unclear documentation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

Skills, Knowledge and Expertise

• 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

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

• 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

• You genuinely enjoy solving technical problems and dont stop at the first workaround — you want to understand why something broke. 
• You stay composed when a customer is frustrated, because you know clear communication and a realistic timeline matter more than a rushed answer. 
• You take ownership of your queue, document your work thoroughly, and see clean handoffs as a point of pride, not an afterthought. 
• Youre energized by fast-paced, high-volume environments and see every escalation as a chance to prove the teams expertise.

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

• 40 hours per week
• U.S. Business Hours

• $7 per hour
• No benefits package included

Benefits