L1 Associate Technical Support Specialist

Mad Mobile; Tampa (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits: 80% paid

HSA contribution ($500 prorated)

401(k) with 4% match

Buy-up plan: 60% coverage

Job summary

Mad Mobile in Tampa, FL seeks an L1 Associate Technical Support Specialist to provide exceptional customer support for CAKE product users. You will respond to inquiries via phone, email, SMS, and chat, document steps, and resolve issues with professionalism and teamwork.

Ideal candidates have 1+ years in customer service, hospitality experience, and familiarity with POS systems or networking concepts. This role is on-site at our Tampa HQ and offers robust benefits and growth opportunities.

Qualifications

• 1+ years of customer service experience in a phone call-center, chat/SMS environment, or front-of-house restaurant position.
• Hospitality industry experience (restaurants, hotels, or retail) in front-of-house operations.
• Knowledge of 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 inquiries.
• Define customer support protocols and procedures, maintaining professionalism and adherence to policies.
• Develop a deep understanding of CAKE products and services to provide accurate support.
• Deliver excellent service by listening to customers, offering solutions, and maintaining rapport.

Skills

Customer service

Communication

Problem solving

Documentation

Conflict resolution

Team collaboration

Education

High school diploma or equivalent

Tools

POS systems

Networking basics

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

L1 Associate Technical Support Specialist

Full Time Specialist Tampa, FL, US

4 days ago Requisition ID: 1384

Mad Mobile is leading the charge in building the next generation of retail and restaurant experiences. In today's rapidly evolving market, customer expectations continue to change, and Mad Mobile is at the forefront of innovation. We empower customers to engage and purchase from brands seamlessly, whether they're in-store, outside the four walls, or on the go. Our platform already supports some of the biggest brands, and we're always looking for new ways to engage with Customers, increase in-store productivity and ultimately drive transactional value. If you're passionate about creating exceptional experiences and shaping the future of retail and restaurants, Mad Mobile is the place for you!

About the Role:

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.

Location: The role will be located at our Tampa HQ .

In this role, you will:

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.

We are looking for someone who has:

Excellent written and verbal communication skills 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.

You may be a good fit if you have these additional skills and/or educational background:

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.

Our core values:

Customer – WE believe that our customers deserve the best from us every day.

Accountability – WE take ownership and make things happen.

Teamwork – WE win as a team and have fun doing it.

Innovation – WE innovate, inspire, ignite the future!

Integrity – WE are honest, ethical, and trustworthy.

Why Mad Mobile?

Mad Mobile is the #38 fastest-growing company in Florida and #9 on the Tampa BayTimes Top 100 Workplace List. We’re proud of our culture and promote diversity and ahealthy work-life balance.

What about the benefits you ask ?

How about 80% company-paid benefits for medical, dental, and vision sound for our employee s who choose our HDHP plan? Want to add your family? No problem we’ve got you covered at a highly discounted rate. Yup , we cover 80% of the family plan costs and we’ll even start you off right by giving you a $500 (prorated based on start date) for your HSA. We also have a very robust "buy-up" plan that is 60% covered by Mad Mobile. Not to mention our 401(k) and matching contribution (up to 4%, fully vested on day one ). At Mad Mobile, we’re not only building the nextgeneration of in-store experiences we’re also building the next generation of incredible teams.

EEOC Statement

Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.