IT Service Support Specialist (WFH)

Job Description About the Role We are looking for a capable and customer-focused IT Service Support Specialist to join our Technology team. In this fully remote role, you will be the first point of contact for technical issues across our restaurant network. You will manage incidents end-to-end, ensure our systems stay operational, and deliver a high-quality support experience across all touchpoints. You will also be responsible for handling guest experience concerns across all the organization's restaurants via email, chat, reviews, and phone. Key Responsibilities Incident & Service Request Management Serve as the primary first-level support contact for restaurant staff, franchisees, and guests. Log, triage, and resolve IT incidents and service requests via the service management system (ticketing tool) across phone, chat, email, and review platforms. Adhere to agreed Service Level Agreements (SLAs) for response and resolution times. Identify and escalate recurring or complex incidents to Level 2 support or relevant third-party vendors promptly. Technical Troubleshooting & Support Diagnose and resolve technical issues across restaurant technology devices, including POS systems, kitchen management systems (KMS), printers, tablets, networking equipment, and end-user hardware. Support Windows and iOS/Android operating environments. Assist with on-site and remote configuration of hardware and software. Liaise with delivery aggregators (e.g., Uber Eats, DoorDash, Hungry Panda) to resolve integration and platform issues. Stakeholder Communication Act as a clear and professional communicator when handling support queries from franchisees, delivery aggregators, and head office staff. Provide timely updates on incident status and resolution progress to end-users. Document and communicate solutions clearly in plain language for non-technical audiences. Documentation & Continuous Improvement Create and maintain user-friendly knowledge base articles, FAQs, and how-to guides for end-users. Contribute to the identification of recurring issues and help develop systemic solutions. Support the continuous improvement of IT processes, SLAs, and support workflows. Qualifications and Requirements Key Responsibilities Incident & Service Request Management Serve as the primary first-level support contact for restaurant staff, franchisees, and guests. Log, triage, and resolve IT incidents and service requests via the service management system (ticketing tool) across phone, chat, email, and review platforms. Adhere to agreed Service Level Agreements (SLAs) for response and resolution times. Identify and escalate recurring or complex incidents to Level 2 support or relevant third-party vendors promptly. Technical Troubleshooting & Support Diagnose and resolve technical issues across restaurant technology devices, including POS systems, kitchen management systems (KMS), printers, tablets, networking equipment, and end-user hardware. Support Windows and iOS/Android operating environments. Assist with on-site and remote configuration of hardware and software. Liaise with delivery aggregators (e.g., Uber Eats, DoorDash, Hungry Panda) to resolve integration and platform issues. What You'll Bring Experience & Qualifications 2–4 years of experience in IT service desk, technical support, and/or guest/customer experience roles. Experience supporting users across multiple sites or in a franchise or hospitality environment is highly regarded. Technical Skills Proficiency with service management/ticketing platforms (e.g., Salesforce). Working knowledge of Windows OS, networking fundamentals, and common hardware troubleshooting. Experience with POS systems, kitchen display systems, or restaurant technology is a strong advantage. Familiarity with delivery aggregator platforms (Uber Eats, DoorDash, Hungry Panda) is a plus. Soft Skills & Competencies Strong verbal and written communication skills, with the ability to explain technical issues in plain language. Customer-first mindset with a calm and professional approach when handling complaints. Self-motivated and able to manage time and priorities while working remotely. High attention to detail and accuracy in documentation and logging. Ability to manage multiple open incidents simultaneously. Perks and Benefits PERKS & BENEFITS ✔ Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent ✔ Flexible leave credits that can be used for vacation, emergencies, and sick leave ✔ Quarterly perks boxes for WFH staff, filled with groceries and snacks to keep you fueled ✔ Exciting Mid-Year Parties with giveaways and cash prizes! ✔ Endless opportunities for career advancement ✔ Annual performance review with a salary increase ✔ We set you up for success with a company-provided PC/laptop and fiber internet connection ✔ Tech-on-Wheels support ✔ Join our CS Social Clubs and Special Interest Groups to connect with colleagues ✔ International career growth and networking opportunities ✔ Unlimited cash incentives for successful referrals ✔ In-house psychiatrist available to support employees' well-being ✔ Become part of the Employee Share Units program ✔ Cloudstaff Dream Points – redeemable for useful items like appliances, kitchen gadgets, and more CLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being. WHY CLOUDSTAFF IS THE #1 WORKPLACE? • Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition • Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement • Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.