This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver inbound and outbound email and phone assistance to restaurant guests and merchant partners utilizing the phone system and the Zendesk ticketing platform.

• Accomplish 70-100 tickets daily, maintaining a one-touch ticket resolution rate of 80% or more and achieving a QA score of 95% or above.

• Ensure ongoing communication with restaurant owners and guests until all issues are fully resolved.

• Refer complex issues to Tier 3 support and management as necessary.

• Relay technical problems to end users and the development team, following up in accordance with established policies.

• Provide user and partner support in line with documented procedures.

• Keep the direct manager informed with regular updates on common issues and propose longer-term solutions or enhancements.

• Utilize communication channels to notify the team of significant issues and information aimed at improving overall team performance.

⛳️ Requirements

• 1-2 years of experience in Customer Service.

• Familiarity with CRM software, preferably Zendesk.

• Strong oral and written communication abilities.

• Capability to effectively communicate with the development team, end users, and merchant partners.

• Skill in articulating abstract concepts both verbally and in writing.

• Exceptional interpersonal and organizational skills.

• Proficiency in macOS, including navigating applications, file management, and multitasking across different systems.

• Ability to work independently in a remote setting.

• A stable and reliable internet connection is required.

🏝️ Benefits

• Generous PTO and company holiday policy, along with company-paid Short Term Disability.

• 100% employer-paid health and dental insurance for direct employees (a standard plan is covered; higher-tier healthcare options are available at the employee’s expense; dependent coverage is also at the employee’s cost).

• Vision plan available at the employee’s additional expense.

• Child Care Benefits and a generous parental leave policy.

• Equipment such as a monitor, laptop, headset, wireless keyboard, and mouse provided by inKind.