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Form of workJob Title: Customer Service Representative
Location: REMOTE
Duration: 2-3 Months on W2
Job Description:
Location: REMOTE
Duration: 2-3 Months on W2
Job Description:
- Merchant Support Specialist I Merchant Support Specialist I Remote Msg from hiring manager: "Completely remote and time zone is flexible. Currently we have team members in Eastern, Central, & Mountain and one person on paternity leave on Pacific.
- 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 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.
- We know that every restaurant is unique, so we built our software to be as flexible as you need.
- Bbot powers the Friday night dinner rush, the weekend brunch reservations, and everything in between.
- 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.
- We're excited about you because... You love helping people! You want to do right by our merchants to provide a scalable, world-class merchant experience.
- You enjoy working methodically through a problem step-by-step to narrow down possible solutions.
- You work independently, you're a reliable teammate, and you're trustworthy.
- You always either know what your next steps are and how to get there, or who to ask if you need help.
- You are excited by the unfamiliar and new.
- You are comfortable with building the plane as it's flying and have a bias for action.
- You thrive in a fast-paced, always changing environment.
- You absorb new information quickly and execute at a high level because you effectively manage your time and proactively seek to understand.
- You have high emotional intelligence and great communication skills - you communicate with merchants and teammates efficiently, professionally and confidently.
- You know how to close the loop and you don't leave anyone hanging.
- You have experience in de-escalation tactics, call management, and delight in turning an upset customer into a vocal brand promoter.
- 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, Client, or Revel POS Familiarity with G-Suite, Slack, Atlassian, Salesforce Why You'll Love Working at *** We are leaders - Leadership is not limited to our management team. It's something everyone at *** embraces and embodies.
