Customer Support Representative-II

LanceSoft Inc; San Francisco (CA); Remote; USD 150,000 - 200,000; Full time

Job summary

A leading company in the hospitality technology space seeks a Merchant Support Specialist to provide exceptional customer service. This role involves troubleshooting issues related to Bbot's ordering platform and supporting merchants through various channels. The ideal candidate will have a bachelor's degree, related experience, and strong communication skills. Join a collaborative team dedicated to enhancing the customer experience.

Qualifications

• Bachelor's degree or equivalent experience required.
• 2+ years in technology, hospitality, or customer support roles preferred.
• Experience with restaurants strongly preferred.

Responsibilities

• First line of support for merchants using Bbot’s platform.
• Investigate and resolve technical troubleshooting cases.
• Ensure exceptional service experience for merchants.

Skills

Communication

Troubleshooting

Organizational skills

Education

Bachelor's degree or equivalent

2+ years experience in related role

Tools

G-Suite

Slack

Salesforce

Job description

Job Details:
Title: Merchant Support Specialist
Work Location: HQ, USA, CA, San Francisco, 2nd St (Remote)
Duration : 06+ months (Possibilities of extension or conversion)
Pay Range: $20/hr. on W2
Schedule: Thursday - Monday (Thurs, Fri, Mon 1-9pm EST | Sat and Sun 12-8pm EST

Description

About the Team

• Bbot is on a mission to make operating a hospitality business a whole lot easier.
• Our innovative platform has all the tools merchants need — all in one place — reliable online ordering, reporting & analytics, targeted marketing, and more.

About the Role

• The Bbot Customer Support team currently offers 365/12/7 coverage from 9am-9pm EST.
• You must be flexible to work mornings, nights, weekdays, and/or weekends.
• Shift times may be subject to change as we expand our team!
• We primarily manage our 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 Bbot!
• 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 Bbot’s 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.

You’re excited about this opportunity because you will …

• 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 Bbot’s product suite, processes, systems, tools, and how to diagnose and resolve an issue.

Education Required:

• You have 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.
• Experience with restaurant is strongly preferred

Bonus Points for…

• Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS
• Familiarity with G-Suite, Slack, Atlassian, Salesforce