Customer Support Specialist (L1)

Role overview

First-line customer support role for a cloud-based restaurant operations platform. The specialist serves as the initial point of contact for clients using order management, inventory, scheduling, and analytics tools, helping restaurants of various sizes resolve technical issues quickly. The position combines troubleshooting with relationship building across a multinational user base.

Responsibilities

- Log every incoming client request in the team's task management system - Ask focused diagnostic questions to pinpoint the underlying cause of reported issues - Deliver timely, accurate feedback to customers throughout the resolution process - Escalate unresolved or complex tickets to the appropriate internal teams - Advise clients on how to use features of the restaurant management platform effectively - Juggle multiple open issues simultaneously while maintaining service quality - Receive and resolve customer requests submitted by email - Act as the first contact for questions tied to third-party delivery integrations - Draft new knowledge-base articles based on recurring questions and confirmed fixes - Cultivate friendly, professional relationships with clients

Requirements

- Proficient written and verbal communication in English and Russian - Solid basic computer and printer skills - Working understanding of local and global computer networks - Hands-on experience with Windows and macOS environments - Familiarity with computer systems, mobile devices, and related tech products - Ability to diagnose and troubleshoot routine technical issues - Prior experience using CRM systems with a clear grasp of typical workflows - Familiarity with restaurant point-of-sale or back-of-house management platforms

Benefits and work setup

- Fully remote position with the ability to work from anywhere - Multinational team environment - Comprehensive health insurance coverage - 2 days on / 2 days off rotating schedule