Customer Support Specialist at The Fountain Group

Customer Support Specialist

• 100% remote
• Shift: Thursday – Monday (Thurs, Fri, Mon 1-9pm EST | Sat and Sun 12-8pm EST)
• We are looking for candidates with restaurant and customer service experience. Any exposure to POS systems is highly preferred

Pay Rate: $20 per hour W2

Duration: 6+ months; extendable / potential to convert

• Responsible for supporting restaurants 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
• We primarily manage our ticket queue via email and text message, and provide phone or video support upon request or as needed
• Investigate and resolve troubleshooting cases to diagnose and remediate failure points
• Address customer issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success

Qualifications:

• 2+ years of work experience in a related role in technology, hospitality, or customer support
• Familiarity with G-Suite, Slack, Atlassian, Salesforce
• Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS preferred
• Bachelor’s degree preferred