L1 Associate Technical Support Specialist

In this role, you will:

• 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.

We are looking for someone who has:

• Excellent written and verbal communication skills to engage effectively with customers.
• 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.

You may be a good fit if you have these additional skills and/or educational background:

• 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.

Our 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.

What about the benefits you ask ?

How about 100% company-paid benefits for medical, dental, and vision sound for our employee s who choose our HDHP plan?

Want to add your family?

No problem we’ve got you covered at a highly discounted rate.

Yup , we cover 90% of the family plan costs and we’ll even start you off right by giving you a $1000 (prorated based on start date) for your HSA.

We also 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 ).

At Mad Mobile, we’re not only building the next generation of in-store experiences we’re also building the next generation of incredible teams.