Upserve, a Lightspeed CompanyTechnical Support Engineer, Tier 2
Aug. 2018 - Apr. 2019Denver, ColoradoAs a Technical Support Engineer, Tier 2 responsibility’s include: - Resolve customer issues using the Tier 2 ticket escalation queue within Salesforce Service Cloud.
- Troubleshooting of complex networking, hardware, payment and service issues.
- Proactive mitigation of customer issues to avoid disruptions to service and to maintain product reliability.
- Working cross-functionally with our Product and Engineering teams to document bugs and de-escalate complex issues.
- Providing guidance and expertise to Tier 1 agents in the areas of POS, payments, networking and hardware issue resolution. Upserve is a restaurant management platform that combines a group of services under the Upserve Platform. This includes Breadcrumb POS, a multi action cloud based Point of Sale software system, Upserve HQ, a restaurant analytics platform, Upserve Live, a mobile application that allows real time viewing of restaurant performance, Upserve Inventory, a leading and intuitive Inventory Management System, and Upserve Payments, a best-in-class payment system. We are one team, driven to help restauranteurs get the best results out of their business.