Merchant Support Specialist

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

Our Customer is seeking a Merchant Support Specialist, on a contract basis to help support our Customer's business needs. This role is 100% remote in EST hours.

This role will help restaurants live as they work with the new product. The Customer Support team primarily manage a 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 the new product.

You will be the first line of defense (Tier 1) 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 the merchants that use the ordering platform and will help identify and troubleshoot a wide range of issues such as menu settings, customer UI configurations, ticket printing & routing, and reporting reconciliation. 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 ever-growing product suite

What You'll Do:

• Be an early part of a collaborative team that prides itself with world-class customer service for an innovative and industry leading technology platform
• 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 the product, processes, systems, tools, and how to diagnose and resolve an issue

• A Bachelor’s degree or equivalent amount of work experience
• 2+ years of work experience in a related role in technology, hospitality, or customer support
• Bonus Points for:
  • Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS Familiarity with G-Suite, Slack, Atlassian, Salesforce
  • Restaurant experience (highly preferred)

Please Note: In order to create a safe, productive work environment, our client is requiring all contractors to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.