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L1 Associate Technical Support Specialist
L1 Associate Technical Support SpecialistMad Mobile • Tampa, FL, US
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L1 Associate Technical Support Specialist

L1 Associate Technical Support Specialist

Mad Mobile • Tampa, FL, US
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L1 Associate Technical Support Specialist

Join to apply for the L1 Associate Technical Support Specialist role at Mad Mobile

About the Role

Mad Mobile is leading the charge in building the next generation of retail and restaurant experiences. In today's rapidly evolving market, customer expectations continue to change, and Mad Mobile is at the forefront of innovation. We empower customers to engage and purchase from brands seamlessly, whether they're in-store, outside the four walls, or on the go. Our platform already supports some of the biggest brands, and we're always looking for new ways to engage with Customers, increase in-store productivity and ultimately drive transactional value. If you're passionate about creating exceptional experiences and shaping the future of retail and restaurants, Mad Mobile is the place for you!

Location

The role will be located at our Tampa HQ.

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.
  • Additional Skills and 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.
  • 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.
  • Why Mad Mobile?

    Mad Mobile is the #38 fastest-growing company in Florida and #9 on the Tampa BayTimes Top 100 Workplace List. We're proud of our culture and promote diversity and a healthy work-life balance.

    Benefits

    100% company-paid benefits for medical, dental, and vision sound for our employees who choose our HDHP plan. Want to add your family? No problem we've got you covered at a highly discounted rate. 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 6%, fully vested on day one ).

    EEOC Statement

    Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.

    Recruitment Policy

    Headhunters and recruitment agencies may not submit resumes / CVs through this website or directly to managers. Mad Mobile does not accept unsolicited headhunter and agency resumes. Mad Mobile will not pay fees to any third-party agency or company that does not have a signed agreement with Mad Mobile.

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    Technical Support Specialist • Tampa, FL, US

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