Remote Customer Support Specialist (Hospitality Tech)

Hkr.Team; Norte; A distancia; COP 26.195.000 - 39.293.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fair market pay

Remote full-time

Afternoon US schedule

Start-up culture

Descripción de la vacante

HKR.TEAM is hiring a Customer Support Specialist for a US-based restaurant technology client. This remote-first role supports customers via email, live chat, and Zoom, aiming for first-contact resolution.

You will translate complex product issues into simple explanations, prioritize your queue, and collaborate with Product/Engineering to provide feedback and bug reports. Weekend on-call rotation is required.

Formación

• Strong technical aptitude with the ability to explain complex issues clearly and patiently.
• Proven experience supporting customers via email, live chat, and Zoom.
• You genuinely love support work and solving real problems, not just closing tickets.
• Comfortable working with support metrics (Time to First Response, resolution time, CSAT).
• Experience partnering with Product and Engineering, including writing clear bug tickets.
• Highly organized and able to manage a dynamic workload; available for weekend on-call.

Responsabilidades

• Respond to customer questions and issues across email, live chat, and Zoom, aiming for first-contact resolution.
• Translate complex product issues into simple, friendly explanations for non-technical restaurant owners and staff.
• Own and prioritize your queue to meet response targets and service level goals.
• Collaborate with Product and Engineering; write actionable bug reports and follow up until resolved.
• Identify patterns in recurring issues and flag trends to reduce repeat tickets.
• Contribute to and maintain help docs, macros, and knowledge base articles to reduce questions.
• De-escalate frustrated or urgent customers effectively.
• Participate in a shared weekend on-call rotation to support restaurants during peak times.

Descripción del empleo

HKR.TEAM is hiring a Customer Support Specialist for a US-based restaurant technology client. This remote-first role supports customers via email, live chat, and Zoom, aiming for first-contact resolution.

You will translate complex product issues into simple explanations, prioritize your queue, and collaborate with Product/Engineering to provide feedback and bug reports. Weekend on-call rotation is required.