L1 Tech Support Specialist - Customer Experience

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

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.