Merchant Support Specialist I Location: Remote strong preference to candidates with restaurant experience Msg from hiring manager: "Completely remote and time zone is flexible. Currently we have team members in Eastern, Central, & Mountain. If they are on Mountain or Pacific time then they will just need to understand that there is a possibility of starting their day quite early as our shifts are currently 9am-5pm and 1pm-9pm EST. Also the opposite for Eastern time where the day might run late." About the Team: We are 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 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! 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 our 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 1+ 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
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Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
