Technical Support Level 2

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Full-time

May 19, 2025

Flyght provides unified technology to restaurants, retailers, hotels and self-storage facilities across the United States and Canada. We aim to help these businesses flourish and remove worry from the technical parts of their work. We have customers in over 26 states and have been in business for 14 years.

The Technical Support Team is responsible for promptly resolving customer’s technical issues and requests. The Technical Support Team will ensure Service Level Agreements are fulfilled by through proactive actions as well as resolving issues as needed from customer communications. Individuals who find a place on the Technical Support team must have a team-first mentality, while possessing strong time-management and organizational skills to perform tasks in an attentive manner.

We are looking for an even-keeled, technology rockstar to help our customers succeed in both a proactive and reactive fashion.

You have an uncanny knack for taking people from a feeling of their worst day, to a pretty great one, just by being yourself. You’re calm, make thoughtful decisions, and know exactly how to make someone on the other end of a phone, video call, or in front of you feel loved, understood, and confident that you can help their world.

You make people laugh, but also can teach people and make them feel seen and heard. Your ethics and drive are something that your friends and family admire about you. You love nerdy things, and you love figuring out creative ways to solve complex issues. You’re quick to learn, and you have an uncanny ability to self-teach yourself new things with just a bit of upfront direction.

You find that you love other humans, and your desire to find happiness in making life simpler is immensely fulfilling. Most importantly, you wake up each day promising to be your best self.

Exempt

Director of Success

None.

We promise to all our customers that together, we’ll enjoy each other’s company just as much as two close friends. When things are difficult, this person shines through to not only solve problems and provide proactive solutions, but to create a stronger bond with the businesses we serve. You will close support cases within the Service Level Agreements in place with our customers, and customers will consistently rank you with high marks for effectiveness and communication.

Service Level Agreement promises are kept; partner survey responses.

This person is responsible for promptly resolving customer’s technical issues and requests, while always taking a high-level approach to problem solving – crafting unique solutions or up‑selling new Flyght products to create more customer value and help our clients flourish.

• Assist customers with issues involving Point of Sale System, phone systems, networks or other products serviced under their Service Level Agreement.
• Assist customers with technical topics regarding Microsoft 365 or similar products.
• Assist customers with Server management and Networking issues that may arise.
• Diagnose issues and help resolve in quickest manner possible as first point of contact for customer requests.
• Create tickets in the CRM system for appropriate tracking of issues and appropriate resolution.
• Document facts to ensure customer issues are identified and resolved within acceptable timeframe.
• Verify resolution with customer to ensure their satisfaction and close out tickets when appropriate.
• Escalate tickets to appropriate level when issue is either higher level or urgent in matter.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Must have a valid driver’s license and automobile insurance.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels…