Description:
Job Title: Desktop Support
Location: Remote - USA
Pay Rate: $45/hr. On W2 (All inclusive)
Duration: 3 Months
About the Team
• The Platform Innovation team drives strategy, support, and scaling for one of the most exciting and fast-growing projects within our restaurant platform business.
• Our support team ensures merchants receive white-glove support that keeps their operations running seamlessly and builds long-term trust in our platform.
About the Role
• You will serve as a frontline support agent within our broader Restaurant Platform organization.
• This is a highly hands-on role: you'll own merchant tickets end-to-end, build deep product and workflow expertise quickly, and become a go-to resource for resolving complex, high-impact cases.
• This is a role for someone who thrives in the weeds.
• Expect the day-to-day to be working the queue—diagnosing novel issues with incomplete information, driving cases to resolution, and delivering a consistently high bar of merchant communication.
You're excited about this opportunity because you will…
• Get to the lowest level of detail to diagnose and resolve novel issues with incomplete, noisy, or conflicting information, forming hypotheses quickly and validating them through structured investigation
• Own and resolve a broad range of merchant support tickets end-to-end, from initial triage through resolution
• Bring a strong technical troubleshooting mindset to complex failures—reasoning through issues without perfect information, clear reproduction steps, or direct system visibility
• Handle high-stakes situations where downtime or operational disruption is on the line, communicating clearly and setting expectations without overpromising
• Contribute to playbooks, internal knowledge, and training materials rooted in patterns you identify in live cases
• Support our expanding coverage motion (e.G., phone/video, extended hours) while maintaining white-glove service quality
We're excited about you because…
• You have a strong technical troubleshooting mindset: you can reason through complex failures without perfect logs, clear repro steps, or direct system access, and still drive issues to resolution
• You have direct customer-facing support experience in a high-volume environment
• You've supported complex platforms in ambiguous, high-impact environments where issues cut across multiple workflows and must be resolved without complete information - You're scrappy and relentless about ownership: you push cases through ambiguity, coordinate across teams, and don't let threads die
• You communicate clearly and calmly under pressure, can de-escalate tense situations, and set expectations without overpromising
• You're comfortable getting into the weeds to troubleshoot, and you recognize patterns that can inform broader improvements
Nice to have
• Comfort with technical troubleshooting across interconnected systems (e.G., connectivity issues, configuration mismatches, environment-specific failures)
• Familiarity with support tools and workflows (e.G., Intercom, routing/triage, QA, knowledge management)
• Experience contributing to training content, troubleshooting playbooks, or onboarding materials
Remote
Skills:
Communication Skills, Customer Relations, Desktop Administration, Environmental Impact, Environmental Issues, Identify Issues, Knowledge Management, Onboarding, Problem Solving Skills, Product Development, Quality Assurance, Restaurant, Testing, Training/Teaching Materials
About the Company:
Lancesoft
We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.
Company Size:
2,000 to 2,499 employees
Industry:
Staffing/Employment Agencies
Founded:
2000
Website:
http://www.lancesoft.com/