Tier 1 Frontline & Execution Team

TIER 1 FRONTLINE & EXECUTION TEAM Support OperationsLocation: RemoteEmployment Type: Full TimeROLE PURPOSEThe Frontline & Execution Team serves as the first point of contact for all inbound customer support interactions. This team is responsible for rapid intake, accurate triage, initial troubleshooting, and clean escalation when necessary.Frontline agents are the voice of Science On Call. They ensure customers feel heard, supported, and confident from the first interaction while maintaining strong ticket hygiene, priority accuracy, and documentation standards.This role operates at the intake and execution level ensuring tickets move efficiently through the system without bottlenecks.PRIMARY FUNCTIONAnswer SMS, emails, and tickets promptlyGather complete and accurate information during intakeTriage and prioritize based on urgency and business impactResolve routine technical requests within Tier 1 scopeEscalate internally with full documentation when requiredMaintain queue hygiene and SLA alignmentEventually Answer inbound calls Frontline agents do not escalate directly to customer executive contacts. Escalations remain internal to Tier 2, Menu, or Networking.KEY RESPONSIBILITIESCall & Ticket IntakeServe as the first line of support for all inbound channelsCapture critical details including impacted system, symptoms, steps taken, and urgencyDocument thoroughly in the ticketing systemSet clear expectations with customers regarding next stepsFirst-Level Troubleshooting & ExecutionResolve routine issues using knowledge base documentation and predefined workflows, including:Password resets86 / un-86 requestsOnline ordering pausesHours of operation updatesBasic login and user access issuesAttempt first-contact resolution whenever possible while maintaining quality and accuracy.Ticket Hygiene & Queue ManagementOpen and fully review tickets before taking actionValidate subject line, problem statement, type, category, platform, and priorityMaintain SLA targetsSMS First Response: Under 5 minutesEmail First Response: Under 30 minutesKeep personal queue organized and currentEnsure escalations include full troubleshooting contextCustomer CommunicationCommunicate clearly, calmly, and professionallyProvide realistic timelines when escalation is requiredAvoid over-promising resolutionEnsure customers feel informed and supported throughout the interactionKnowledge Base & Process ContributionUtilize internal documentation consistentlyFlag outdated or missing documentationEscalate recurring issue trends to Shift LeadsCollaboration & EscalationEscalate complex issues to Tier 2 or SMEs with complete documentationNotify Shift Leads of high-impact or trending issuesAvoid unnecessary Slack alerts for non-urgent issuesSupport team queue health during high-volume periodsWHAT SUCCESS LOOKS LIKEFirst response times consistently within SLAClean, complete tickets with minimal reworkAccurate prioritization and categorizationHigh first-contact resolution for routine issuesCustomers feel confident after initial interactionEscalations are clear and require no additional clarificationQUALIFICATIONSRequired1–2 years of customer support or helpdesk experienceStrong phone presence and verbal communication skillsClear written communication and documentation abilityAbility to multitask across calls, tickets, and chatComfortable working in high-volume environmentsPreferredRestaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.)Zendesk experienceSlack and multi-channel support experienceExposure to networking or online ordering platformsWho We Are                                      At Science On Call, we help restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. We are problem-solvers, collaborators, and lifelong learners, passionate about helping our customers succeed.                                               Our Core Values:                                         🙏 Be Human – Show up every day with humility, empathy, and generosity.                                 🙌 Own Your Limits – Be honest, ask for help, and trust the team.                                    💡 Seek Solutions – Bring solutions (rather than problems) to the table.                                       🚀 Sustain a Growth Mindset – See potential, keep learning, aspire. 

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