Technical Support Specialist

San Francisco, CA

We are seeking a Technical Support Specialist to be responsible for providing technical software, hardware and network problem solving and assisting in all aspects of client tech support . The role focuses heavily on providing customer service by performing question/problem diagnosis and guiding clients through step-by step solutions. The role requires customer service, technical support, and account management.


  • Handle a high volume of client support requests 
  • Work with customers to understand their needs and expectations and direct them to the proper solution
  • Participate in job related training initiatives including mentoring and delivering trainings
  • Review support cases for technical and troubleshooting accuracy
  • Provide technical support via phone and email 
  • Logs and provides support to prioritized and assigned incident tickets 
  • Responds to and diagnoses incidents/problems through discussions with users
  • Supporting incident management process through which incidents and resolutions are controlled and resolved 
  • Contact customers in response to inquiries, complaints or issues and provide a status update and planned resolution
  • Other duties as needed


Education and/or Experience

  • BA/BS degree required
  • 2-3 years of technical support experience, including networking & troubleshooting
  • Has experience supporting accounting software
  • Experience in a POS technical support environment is a plus
  • Restaurant industry experience is a plus
  • Bilingual in Spanish a huge plus 
  • Must be proficient in MS Office 
  • Knowledge of Internet development technologies is a plus



  • Demonstrates attention to detail and organization skills
  • Demonstrates clear and professional written and oral communication skills
  • Identifies and resolves problems in a timely manner; develops alternative solutions
  • Is adaptable, professional, courteous, motivated with a strong work ethic
  • Interacts effectively with all levels of management and other employees
  • Thrives in a fast-paced environment and challenging workload
  • Is confident, assertive, flexible, team-oriented and professional
  • Effectively prioritizes and escalates customer issues as required
  • Maintains composure and customer focus while troubleshooting and solving technical issues
  • Has the aptitude for acquiring skills in technical repairs and an eagerness to learn
  • Masters product knowledge