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Incentivio · 4 days ago

Senior Technical Support Specialist

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Incentivio is a company that helps restaurants enhance their digital guest experiences through various software solutions. They are seeking a Senior Technical Support Specialist to lead their support team, focusing on high-level technical troubleshooting and team leadership to ensure optimal customer service.

AppsCloud Data ServicesMobileRestaurantsSoftware

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

Qualification

Technical Support ExperienceZendesk ProficiencyCRM Tools KnowledgeRestaurant Digital SoftwareData AnalysisProcess OptimizationPOSDigital OrderingIntegrationsTeam LeadershipCommunication Skills