Job Description:

About the Team We are on a mission to make operating a hospitality business a whole lot easier.
Our innovative platform offers all the tools merchants need in one place, providing reliable online ordering, reporting & analytics, targeted marketing, and more.
Our Customer Support team offers 365/12/7 coverage from 9 am-9 pm EST.
This position requires a flexible schedule, working any day of the week between the hours of 12 pm and 12 am PST

About the Role As a Merchant Support Specialist I, you'll be the first line of defense (Tier 1) for all merchant, customer, partner, and internal post-sales escalations.
You will be responsible for supporting the merchants that use our ordering platform, troubleshooting a wide range of issues such as menu settings, customer UI configurations, ticket printing & routing, and reporting reconciliation.
We primarily manage our ticket queue via email and text message, with phone or video support upon request or as needed.
To succeed in this role, you will need strong communication, troubleshooting, and organizational skills, along with a constant desire to build your knowledge of our ever-growing product suite.

Responsibilities

Address merchant issues with empathy and urgency, ensuring every interaction is a learning opportunity for the merchant.

Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points.

Develop deep expertise in our product suite, processes, systems, and tools to diagnose and resolve issues.

Work collaboratively with Tier 2 Support to ensure seamless service experience for merchants.

Be flexible to work mornings, nights, weekdays, and/or weekends based on team scheduling.

Qualifications

Bachelor's degree or equivalent work experience.

2+ years of work experience in a related role in technology, hospitality, or customer support.

Excellent communication and problem-solving skills.

Bonus Points for

Familiarity with Point of Sale (POS) systems like Toast, Square, Upserve, Micros, Aloha, NCR, or Revel.

Familiarity with G-Suite, Slack, Atlassian, Salesforce.

Education: High School