L1 Associate Technical Support Specialist

Mad Mobile Inc • Tampa, FL

1d • Onsite

About The Position

The L1 Customer Support Representative will play a vital role in providing superior customer support to CAKE product users. Reporting to the Customer Support Manager, you will be responsible for answering and documenting customer calls, resolving inquiries, and ensuring customer satisfaction. Success in this role will depend on your ability to deliver excellent service, demonstrate strong problem-solving skills, and collaborate effectively with the team.

Requirements

• Excellent written and verbal communication skills (English/Spanish) 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 100% company-paid benefits for medical, dental, and vision for employees who choose our HDHP plan.
• Discounted family plan costs for medical, dental, and vision.
• $1000 HSA contribution (prorated based on start date).
• Robust "buy-up" plan that is 60% covered by Mad Mobile.
• 401(k) and matching contribution (up to 4%, fully vested on day one).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed