Role overview

Qualifications

Experience providing customer-facing technical support in a high-volume support environment.
Strong troubleshooting skills with the ability to investigate and resolve complex technical issues with limited information.
Experience supporting SaaS, platform-based, or marketplace environments (food delivery, e-commerce, logistics, or similar preferred).
Familiarity with support tools such as Intercom, ticket routing/triage systems, knowledge management platforms, or similar solutions.

Responsibilities

Provide end-to-end support for merchant support tickets, from initial triage through successful resolution.
Troubleshoot complex technical issues across interconnected systems while maintaining exceptional customer service.
Communicate proactively with merchants during high-impact incidents, setting clear expectations and providing timely updates.
Identify recurring issues and contribute to troubleshooting playbooks, knowledge base articles, and training documentation.

Key facts

Remote from: United States
Full time
English

Hard skills

Software As A Service (SaaS) Knowledge Management Intercom

Other skills

Troubleshooting (Problem Solving)
Communication
Collaboration

About the company

Russell Tobin

Staffing & Recruiting

Bring Top Talent With Your Company With Russell Tobin Headquartered in New York City with offices throughout the United States, United Kingdom, Ireland, The Netherlands, Brazil, Canada, India, and Singapore, Russell Tobin—a division of Pride Global—offers total staffing and recruitment solutions across a wide range of industries. Our team of highly skilled recruiters, sourcers, and subject-matter experts understand exactly how to find world-class candidates that will fit your company’s precise needs. Whether you need skilled professionals ready to deliver results in complex sectors such as banking or technology, or you’re looking to build out your own staffing efforts with a recruiter-for-recruiters (R4R) model, Russell Tobin can make the connections. Our Bespoke Approach to Connecting Talent With Companies When an organization comes on board as a client, Russell Tobin takes the time to understand the company from the inside out. We work directly with you and your leadership team to create an end-to-end solution capable of handling the full recruitment lifecycle, tailored to your company’s needs and culture. After gathering the critical data we need to seek exactly the right candidates for your hiring strategy, our recruiters take over, using their deep understanding of your industry to build out talent pools and discover game-changing new hires. A Proud Member of a Decidedly Diverse Network of Companies As part of Pride Global, Russell Tobin serves as one of industry’s only minority-owned payroll and staffing organizations, giving you the opportunity to satisfy Tier 1 diversity spending requirements. We’ve also taken this commitment much further through our Decidedly Diverse initiative, which seeks to create greater diversity, equity, and inclusion across our workforce and workplace, as well as the wider world in which we live. Learn more at https://decidedlydiverse.com.

Company details

Company typeSME

IndustryStaffing & Recruiting

Company size201 - 500

Links

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Job description

Our client, a technology platform company in the restaurant and food delivery industry, is looking to hire a Desktop Support Specialist in Remote (U.S.).

Apply today for consideration!

Job Title: Desktop Support Specialist

Location: Remote (U.S.) (California candidates are not eligible)

Duration: Contract - 3+ months

Pay Rate Range: $43.45/hour

Responsibilities:

Provide end-to-end support for merchant support tickets, from initial triage through successful resolution.
Troubleshoot complex technical issues across interconnected systems while maintaining exceptional customer service.
Communicate proactively with merchants during high-impact incidents, setting clear expectations and providing timely updates.
Identify recurring issues and contribute to troubleshooting playbooks, knowledge base articles, and training documentation.
Collaborate with cross-functional teams to resolve escalated issues and continuously improve support processes.

Requirements:

Experience providing customer-facing technical support in a high-volume support environment.
Strong troubleshooting skills with the ability to investigate and resolve complex technical issues with limited information.
Experience supporting SaaS, platform-based, or marketplace environments (food delivery, e-commerce, logistics, or similar preferred).
Familiarity with support tools such as Intercom, ticket routing/triage systems, knowledge management platforms, or similar solutions.

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.

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