Remote Customer Support Specialist – Hospitality Tech

HKR.TEAM; Argentina; Remote; ARS 61,494,000 - 99,928,000; Full time

Benefits offered by this job

Fair market pay

Remote, full-time job - independent

Afternoon US schedule in shifts

Start-up culture, young team

Job summary

HKR.TEAM, a remote-first company, seeks a Customer Support Specialist to support a US-based restaurant technology client. The role is full-time contractor-style and remote from Romania.

You will handle email, live chat, and Zoom inquiries, translating complex issues for non-technical owners and staff. You will collaborate with Product/Engineering, maintain the knowledge base, and participate in weekend on-call rotations.

Qualifications

• Strong technical aptitude and ability to explain complex issues clearly and patiently.
• Proven experience supporting customers via email, live chat, and Zoom.
• Genuine passion for support work and helping people, not just ticket closure.
• Comfort with support metrics (TTR, resolution time, CSAT) to guide workflow.
• Experience partnering with Product/Engineering and writing clear bug tickets.
• Able to manage a dynamic workload and participate in on-call weekend rotations.

Responsibilities

• Respond to customer questions and issues via email, live chat, and Zoom, resolving on first contact when possible.
• Translate complex product issues into clear, friendly explanations for non-technical restaurant owners and staff.
• Own and prioritize your queue to meet response targets.
• Write organized bug reports and feedback for Product/Engineering and follow up until resolved.
• Identify recurring issues and flag trends rather than closing tickets one by one.
• Maintain knowledge base, help docs, and macros to reduce repeat questions.
• De-escalate frustrated customers and stay calm under pressure.
• Participate in weekend on-call rotation to support restaurants during busy times.

Skills

Technical aptitude

Email support

Live chat

Zoom support

Bug reporting

Job description

HKR.TEAM, a remote-first company, seeks a Customer Support Specialist to support a US-based restaurant technology client. The role is full-time contractor-style and remote from Romania.

You will handle email, live chat, and Zoom inquiries, translating complex issues for non-technical owners and staff. You will collaborate with Product/Engineering, maintain the knowledge base, and participate in weekend on-call rotations.