Desktop Support-I (Technical Support Specialist)
Job Title:Desktop Support-I (Technical Support Specialist) Client:DoorDash Location:Remote Description:
- Strong preference for candidates with past technical support/ IT experience
- Please note that this position requires a flexible schedule - the team works all days of the week (including weekends) from 9am-9pm et.
- The new team member will work 40 hours a week (weekdays from 1-9pm) and have overtime opportunities available over the weekend.
About the Team DoorDash is launching a new, confidential, product targeting restaurants across the United States. This team is on the ground floor of a product that can change the hospitality industry forever.
About the Role
- The team is looking for a new team member to join our Technical Support team, helping restaurants live as they work with our new product.
- Our Technical Support team currently offers 365/12/7 coverage from 9am-9pm EST.
- You must be flexible to work mornings, nights, weekdays, and/or weekends.
- Shift times may be subject to change as we expand our team!
- We primarily manage our ticket queue via email and text message and provide phone or video support upon request or as needed.
- You'll be a strategic problem solver and become a technical subject matter expert in all things related to our new product!
- You will be the first line of defense for all merchant support tickets, ensuring that the team provides an exceptional service experience and best-in class technical support when something goes wrong.
- To succeed in this role, you will need to have a combination of deep technical/ networking knowledge, strong communication/ troubleshooting skills, and a constant desire to never stop building your knowledge of our product.
You're excited about this opportunity because you will...
- Be an early part of a collaborative team that prides itself with world-class customer service and technical support for an innovative and industry leading technology platform
- Work directly on a small, high priority team, and learn by working directly with world-class leaders such as DoorDash's Co-Founder
- Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points
- Help build a playbook around how to diagnose and triage emerging issues within a new product
- Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success
- Develop a deep expertise in our product, processes, systems, tools, and how to diagnose and resolve an issue, especially in cases where there is no set guidance/ playbook
We're excited about you because...
- You have a Bachelor's degree in a technical field (e.g., information technology, computer science, computer engineering) or equivalent amount of work experience
- You have a deep understanding of computer hardware (including ethernet cabling/ network administration) and software
- You have 4+ years of work experience in a related role in a technical support related role (e.g. IT, networking administration, technical support)
- You have a background working at technical startups or with emerging technology
- You are a natural problem solver, willing to triage problems that often not have a pre-defined solution
- You lead with empathy, and deeply care about the success of small business owners across the United States
- You can speak and write fluent English and have above average technical fluency (typing speed of 40 WPM).
- You have experience in a fast-paced customer facing role and are resilient in an ever-changing environment
- You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using DoorDash's brand voice and tone
- You are a highly motivated individual that works well in a team environment
Bonus Points for...
- Being a past employer's first technical support hire
- Experience troubleshooting on android systems
- Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS
- Familiarity with G-Suite, ZenDesk, Slack, Atlassian, Salesforce
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