L1 Associate Technical Support Specialist

Mad Mobile is an AI software development company headquartered in Tampa, FL, dedicated to transforming the way businesses operate in a digital world. We specialize in building innovative software solutions for restaurants and enterprise retailers, empowering them with AI-driven tools to enhance customer experiences, streamline operations, and drive growth. From mobile ordering and payments to advanced point-of-sale systems, our cutting-edge technology helps industry leaders stay ahead in an ever-evolving market. Join us in shaping the future of retail and hospitality through intelligent, scalable solutions.

With a client-first mentality and a passion for solving complex challenges, we are driven by our core values of customer focus, accountability, teamwork, innovation, and integrity. As we continue to scale, we’re seeking L1 Associate Technical Support Associates to join our team!

Location: The role will be located at our Tampa HQ.

In this role, you will:

• Own the customer support process and ensure timely and effective resolution of customer inquiries.
• Define customer support protocols and procedures, maintaining a high level of professionalism and adherence to company policies.
• Develop a deep understanding of CAKE products and services to provide accurate and comprehensive support.
• Deliver exceptional customer service by actively listening to customers, providing relevant solutions, and maintaining a positive rapport.
• Communicate effectively with customers via phone, email, SMS, and Chat, offering product guidance, troubleshooting assistance, and alternative solutions.

We are looking for someone who has:

• Excellent written and verbal communication skills to engage effectively with customers.
• Strong problem-solving and deductive reasoning abilities to diagnose and resolve customer issues.
• The ability to document troubleshooting steps and solutions accurately.
• Demonstrated conflict resolution skills to handle challenging customer interactions.
• The ability to thrive in a fast-paced, service-oriented environment with high expectations.
• Strong collaboration skills to work effectively with the support team and other departments.

You may be a good fit if you have these additional skills and/or educational background:

• 1 years of customer service experience in a phone call-center, chat/SMS customer communication environment, or front-of-house restaurant position.
• Experience in the hospitality industry (restaurants, hotels, or retail) in front-of-house operations.
• Knowledge of point-of-sale (POS) systems or other hospitality/retail technology.
• Familiarity with networking or technical troubleshooting.

• Customer – WE believe that our customers deserve the best from us every day.

• Accountability – WE take ownership and make things happen.

• Teamwork – WE win as a team and have fun doing it.

• Innovation – WE innovate, inspire, ignite the future!

• Integrity – WE are honest, ethical, and trustworthy.

Why Mad Mobile?

• Be part of a dynamic, innovative company that’s transforming the tech landscape with cutting-edge solutions.
• Work in the vibrant Tampa Bay area, blending career growth with a sunshine-state lifestyle.
• Collaborate with a talented, passionate team dedicated to making a difference for our clients and communities.
• Competitive salary, comprehensive benefits, and opportunities for professional growth in a fast-paced, high-impact role.

At Mad Mobile, we're committed to taking care of our employees right from the start. That's why there's no waiting period for our plans – they kick in from day one. We're proud to offer market leading benefits for medical, dental, and vision and cover a generous amount of your premiums. To make sure you're off to a great start, we even provide you with a $1000 HSA contribution (prorated based on your start date and split into two payments).