Job Title: Merchant Support Specialist
Job Location: Remote
Duration: 06 MonthsSchedule: Thursday - Monday (Thurs, Fri, Mon 1-9pm EST Sat and Sun 12-8pm EST)
Preference: Strong preference to candidates with restaurant experience
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.
Responsibilities - Support merchants using Bbot's ordering platform and help identify and troubleshoot a wide range of issues such as menu settings, customer UI configurations, ticket printing & routing, and reporting reconciliation.
- Be an early part of a collaborative team that prides itself on 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.
Qualifications - 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.