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Incentivio · 11 hours 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 experience. They are seeking a Senior Technical Support Specialist to lead their support team, focusing on high-level technical troubleshooting and team leadership to ensure users receive exceptional assistance while the team develops professionally.

AppsCloud Data ServicesMobileRestaurantsSoftware

Responsibilities

Act as the final point of contact for complex technical issues, coordination with engineering and product teams for resolution

Design and implement streamlined support protocols, documentation standards, and internal SLAs to improve response times

Track and report on key performance indicators (KPIs) such as first-response time, ticket volume, and customer satisfaction (CSAT) scores

Collaborate with leadership to scale the support department and select/manage the support tech stack (CRM, helpdesk software, etc.)

Mentor and manage a team of support specialists, overseeing daily workflows, performance reviews, and professional development

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

Qualification

Technical Support ExperienceZendeskCRM ToolsDigital OrderingAPI IntegrationData AnalysisProcess OptimizationRestaurant Industry ExperienceTeam LeadershipCommunication Skills