Description
About the Role
The team is looking for a new team member to join our Customer Support team, helping restaurants live as they work with our new product.
Our Customer 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 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 when something goes wrong
. To succeed in this role you will need to have strong communication, troubleshooting and organizational 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 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 Client Co-Founder Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points 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. We're excited about you because...
You have a Bachelor's degree or equivalent amount of work experience
You have 2 years of work experience in a related role in technology, hospitality, or customer support You are a natural problem solver, willing to triage problems that may 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 fluent English and have above average technical fluency (typing speed of 40 WPM).
You have experience in a fast-paced customer service role and are resilient in an ever-changing environment
You have effective written communication skillsincluding top-notch grammar, spelling, and the ability to write both formally and casually using Client's brand voice and tone You are a highly-motivated individual that works well in a team environment You are above average in technological fluency Bonus Points for... Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS Familiarity with G-Suite, ZenDesk, Slack, Atlassian, Salesforce
Education: Bachelors Degree