Merchant Support Specialist I

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

Job summary

LeadStack is seeking a Merchant Support Specialist I to provide excellent customer service for its innovative hospitality platform. The successful candidate will troubleshoot merchant issues and assist in enhancing the service experience, requiring solid communication and problem-solving skills. This remote position demands flexibility in scheduling and a team-oriented mindset to ensure merchants are successfully supported.

Qualifications

• 2+ years work experience in technology, hospitality, or customer support.
• Familiarity with POS systems like Toast, Square, Upserve, or NCR is a bonus.

Responsibilities

• First line of defense for merchant, customer, partner, and internal post-sales escalations.
• Resolve complex technical troubleshooting cases related to Bbot's platform.

Skills

Communication

Troubleshooting

Organizational skills

Education

Bachelor's degree or equivalent experience

Tools

G-Suite

Slack

Salesforce

Atlassian

Job description

Lead Stack Inc. is an award-winning, one of the nation's fastest-growing, certified minority-owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we're proud to partner with some of the most admired Fortune 500 brands in the world.

Job Details :
Job Title : Merchant Support Specialist I
Location: Remote
Duration: 05 Months
Pay Rate: $21/hour on W2

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.

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 Bonus Points for... Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS Familiarity with G-Suite, Slack, Atlassian, Salesforce

To know more about current opportunities at Leadstack, please visit us at https://leadstackinc.com/careers/

Should you have any questions, feel free to call me (415-985-0815) on or send an email on [e-mail]