inKind · 1 day ago
Tier 2 Support Technician
United States
Full-time
Remote
Entry, Mid Level
$55K/yr - $65K/yr
1+ years expinKind is a company focused on providing excellent service to restaurant guests and owners. The Tier 2 Support Technician will be responsible for delivering high-quality support, resolving customer issues, and maintaining communication with clients and users.
E-CommerceFinTechFood and BeverageGift CardLocal BusinessRestaurantsSmall and Medium Businesses
Responsibilities
Provide email and occasional phone support (outbound) to guests and merchant partners via our ticketing system on the Zendesk ticketing platform
Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a CSat score of 90% or higher
Maintain close contact and open communications with restaurant owners and guests until an issue has been resolved
Provide white glove support to our VIP guest cohort including booking reservations and offering priority support via a text line
Escalate complex issues to Tier 3 and Management appropriately
Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies
Conduct technical support in line with documented procedures
Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
Use communication channels to inform the team of important issues and information which will help improve team performance
Qualification
Required
1-2 years Technical Customer Service experience
Experience working with CRM software (Zendesk is preferred)
Good oral & written communication skills and the ability to communicate efficiently with the development team as well as our end users and merchant partners
Must be able to explain abstract concepts verbally and in writing
Good interpersonal and organizational skills
Preferred
3-4 years Technical Customer Service experience
Previous experience in the hospitality industry
Benefits
Generous PTO and company holiday policy + company paid Short Term Disability
100% employer covered health and dental insurance for our direct employees (a set plan is covered, with higher tier healthcare coverage available at employee's additional cost; dependent coverage is at employee's cost); vision plan available at employee's additional cost
Child Care Benefits and generous parental leave
Company
inKind
inKind offers rewards to millions of consumers who dine at the best restaurants in the country
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$9.08MKey Investors
FJ LabsTechstars
2023-06-15Convertible Note
2021-12-15Convertible Note
2021-10-01Seed· $2.43M
Leadership Team
Bryan Crow
Chief Technology Officer
Derek Keller
CFO
Recent News
2025-10-15
Android Headlines
2025-07-19
Company data provided by crunchbase