Tier 2 Support Specialist - Freelance, Remote

Magic
Philippines
Workplace: RemoteFull timeUSD 7 - 7 hourlyFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Communication","Problem-solving","Root-cause thinking","Organization","Collaboration"]

Provide Tier 2 escalations for a restaurant-focused tech support platform, taking ownership of complex POS, networking, and online ordering issues beyond first-contact. Diagnose root causes, coordinate with third-party vendors when needed, and maintain ticket hygiene to keep SLAs aligned. Communicate calmly with customers using realistic timelines, and contribute to knowledge base and predefined workflows for recurring issue trends.

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Magic
Magic
1 day ago

Tier 2 Support Specialist - Freelance, Remote

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Provide Tier 2 escalations for a restaurant-focused tech support platform, taking ownership of complex POS, networking, and online ordering issues beyond first-contact. Diagnose root causes, coordinate with third-party vendors when needed, and maintain ticket hygiene to keep SLAs aligned. Communicate calmly with customers using realistic timelines, and contribute to knowledge base and predefined workflows for recurring issue trends.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Receive and resolve escalated Tier 2 tickets from Tier 1 with complete troubleshooting context.
  • •Diagnose and resolve complex technical issues beyond first-contact scope, and close the loop with customers once resolved.
  • •Provide hands-on support for POS platforms, online ordering, and networking issues, investigating root causes.
  • •Maintain ticket hygiene by validating ticket details and keeping the escalations queue current and organized for SLA alignment.
  • •Use and help maintain internal documentation and workflows, and flag outdated or unclear information while sharing recurring trends.

Pay and Benefits

Salary: USD 7 hourly

Key Requirements

  • •1–2+ years of customer support or helpdesk experience.
  • •Hands-on experience supporting restaurant POS or technology platforms (e.g., Toast, PAR, NCR Aloha).
  • •Strong phone presence and verbal communication skills, plus clear written communication and ticket documentation ability.
  • •Comfort working in high-volume, multi-channel support environments.
  • •Working knowledge of restaurant POS systems and related technology stacks, including troubleshooting networking and integration issues.
Experience:1-2 years
Skills:CommunicationProblem-solvingRoot-cause thinkingOrganizationCollaboration
Tech Stack:ZendeskToastPARNCR AlohaPOSKDSOnline ordering

Company Brief

Magic
Provides on‑demand dedicated virtual executive assistants and concierge services for businesses and executives, matching clients with trained remote assistants and AI-enabled support to handle administrative, sales, and personal tasks.
Industry: Professional Services
Company Size: Large (251 to 1,000 employees)
Revenue: USD 50M to 100M
Growth: Growth Stage Startup
Funding: Series A
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 3.3
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