L1 Associate Technical Support Specialist

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.

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.

Requirements

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

Qualifications

• 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.

Benefits

We offer 100% company-paid benefits for medical, dental, and vision for our employees who choose our HDHP plan. We also cover 90% of the family plan costs and give you a $1000 (prorated based on start date) for your HSA. Additionally, we 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).

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.

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.