Tech Support Specialist - Restaurant Pos (Tier 1)

TIER 1 FRONTLINE & EXECUTION TEAM
Support Operations
Location: Remote
Employment Type: Full Time
ROLE PURPOSE
The Frontline & Execution Team serves as the first point of contact for all inbound customer support interactions. This team is responsible for rapid intake, accurate triage, initial troubleshooting, and clean escalation when necessary.
Frontline agents are the voice of Science On Call. They ensure customers feel heard, supported, and confident from the first interaction while maintaining strong ticket hygiene, priority accuracy, and documentation standards.
This role operates at the intake and execution level ensuring tickets move efficiently through the system without bottlenecks.
PRIMARY FUNCTION
Answer SMS, emails, and tickets promptly
Gather complete and accurate information during intake
Triage and prioritize based on urgency and business impact
Resolve routine technical requests within Tier 1 scope
Escalate internall...