Technical Support Specialist I, Office

. Own assigned Office General support cases from initial contact through resolution or appropriate escalation .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Tools & technologies

Cloud

Key responsibilities & impact

Own assigned Office General support cases from initial contact through resolution or appropriate escalation
Troubleshoot issues across Classic POS, printers, hardware, employee and item configuration, membership, inventory, Guest Rooms, Mobile Ordering, Mobile POS, KDS, kiosks, reporting, and system settings
Gather relevant details and reproduce reported behavior when possible
Review configuration, permissions, connectivity, and system settings to identify issue causes
Research knowledge resources, previous cases, known issues, and documented troubleshooting processes
Guide clients through troubleshooting and product workflows across phone, email, and chat
Explain technical concepts clearly to technical and nontechnical users
Document client interactions, troubleshooting steps, findings, and resolutions in the case management system
Prioritize assigned work based on urgency, client impact, case age, and service expectations
Escalate issues beyond Level 1 scope to Level 2 or appropriate internal resources with complete documentation
Set clear expectations, follow through on commitments, and respond appropriately to client frustration
Maintain current knowledge of supported products, releases, known issues, and troubleshooting practices

What you’ll need

Experience in customer support, technical support, SaaS support, hospitality technology, or a comparable client-facing environment
Ability to troubleshoot software, hardware, configuration, or connectivity issues using a structured problem-solving approach
Ability to communicate technical information clearly to technical and nontechnical users
Ability to manage multiple cases and priorities while maintaining timely client communication and accurate documentation
Demonstrated customer service skills, including ownership, follow-through, and professional handling of frustrated clients
Ability to learn a broad software platform and apply product knowledge across multiple workflows
Ability to work the defined support schedule, including evening, weekend, or emergency coverage when assigned
Reside in the United States
Have full working rights in the United States
Must not require sponsorship
Experience with point-of-sale systems, printers, peripheral hardware, or club management software is advantageous
Experience with Salesforce Service Cloud, Zendesk, or a similar case management platform is advantageous
Exposure to hospitality, private club, restaurant, retail, or membership-based operations is advantageous

Comp & perks