Technical Operations Support Specialist

5&5 is looking for a frontline responder based in Guatemala/El Salvador for all brands and platforms. Delivers fast, accurate support and documents all activity according to SOPs. This role requires a level of POS experience, with Aloha preferred. Plays a key role in ensuring first response SLAs are met and setting the tone for ongoing support through issue resolution.
What You’ll Do
Act as the first point of contact for support tickets across all brands via Zendesk and other platforms.
Resolve standard hardware, software, and process issues or escalate to Tier 2 when appropriate.
POS Support & Troubleshooting
Maintain 98%+ SLA compliance with first responses under 30 minutes during business hours.
Accurately document tickets with complete troubleshooting steps and outcomes.
Remain current with helpdesk processes and participate in ongoing training.
Provide feedback for continuous process improvement.
What We’re Looking For
Availability to work on weekends.
Must have experience in Customer Support or the IT field (1-3 years of experience)
Must have experience with ticketing systems
Must have phone support experience
Experience troubleshooting POS systems is preferred
Experience with any other POS-related digital SaaS platforms is a plus
Strong written and verbal communication skills with a focus on customer service
Strong attention to detail, with a high level of organization, and time management skills
Ability to task switch and shift priorities quickly
Ability to solve complex issues and document resolutions
Ability to work independently and effectively with little supervision
Strong troubleshooting, problem-solving, and critical thinking skills
Strong Internet connection & stable at-home working environment
What We Offer
Fully remote work
Monthly Bonding Events
Fun Company Events
Engaging Company Culture
…and more!
About 5&5
5&5 is the restaurant industry’s premier IT and digital platform management company, specializing in SaaS implementations, POS and omni-channel ordering, loyalty programs, and digital managed services. With a team of 65+ experts, we’ve supported over 20,000 locations and $1 billion in annual sales. From platform implementations and onboarding to comprehensive POS configurations and franchisee operations, we optimize and integrate the technology that drives your restaurant business, serving as an extension of your team. To date, 5&5 has partnered with 180+ brands, including CKE, Dutch Bros Coffee, Bojangles, and Raising Cane’s.

Work arrangement
Yes