Customer Support Specialist

Merchant Support Specialist

100% remote role

Note: Schedule is between 7:00 AM to 5:00 PM PST (will be 8 hour days, some flex/choice in shift within the range; some weekends are required)

Pay: $20.69 per hour W2

Duration: 5-6 months to start

• You’ll be a strategic problem solver and become a subject matter expert in all things Online Ordering. You will be the first line of defense for all merchant, customer, partner, and internal post-sales escalations, ensuring that Tier 1 & Tier 2 Support work together seamlessly to provide an exceptional service experience when something goes wrong.
• Tier 1 is primarily responsible for supporting merchants who use our ordering platform and will help identify and troubleshoot a wide range of issues, including menu settings, customer UI configurations, and reporting reconciliation.
• 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 deep expertise in our product suite, processes, systems, tools, and how to diagnose and resolve issues.

Qualifications:

• Background: 2+ years of work experience in technology, hospitality, or customer support
• Education: High School Diploma required; degree preferred
• Preferred tools: Toast, Square, POS Providers, Google Suite, Slack, Jira, Confluence, and Salesforce.