Customer Support Representative

MAD MOBILE, INC.

Customer Support Representative

Tampa, FL - Full Time

• Answers and documents incoming customer calls, and provide and process information in response to inquiries, concerns, and requests about CAKE products and services.
• Provide clarification, education, training, options, alternatives and solutions in order to ensure the success of our customers business operation.
• Identify and escalate priority issues per customers specifications, and perform follow up as needed.
• Offer alternative solutions where appropriate with the objective of retaining customers and clients business
• Responsible for resolving complex customer-related product and service issues associated with the implementation, usage and support of Cake POS.
• Provides technical support to customers, answering questions on function and usage of product. Serves as primary support liaison between company and customer.
• Ability to work as a strong team member, regular interaction with customers via phone and email, and the ability to maintain good working relationships between the team and the customer.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
• Impact the companys bottom line by problem solving, educating the customer on the benefits and added value options of the platform and turning frustrated clients into satisfied customers
• Provide product, technical and network problem resolution to end-users (customers) by performing a question diagnosis, determining the issue by evaluating and analyzing the symptoms, and guiding users through step-by-step solutions in a user-friendly, professional manner.
• Adhere to protocols for account security verification and information access restrictions
• Stay current with system information, changes and updates, and assist in maintaining and updating internal knowledge databases
• Evaluate and assist in testing and implementing proposed product enhancements
• Properly document all incoming requests and proactive outbound contacts using internal tracking systems
• Properly triage requests and handle first-level customer requests, complaints, billing issues, and selectively escalate appropriate requests to Application Support Engineering, Product Management, Finance, and / or Operations Management
• Assist in training and coaching new and existing team members on customer service skills, CAKE products, internal systems, and other concepts as required
• Maintain personal accountability for customer satisfaction survey results as well as share responsibility for Customer Support Teams overall customer satisfaction levels as well as adherence to CAKE policies and service level agreements
• Provide relevant feedback to sales, operations, product management, etc. on situations and concepts affecting CAKEs customers
• Other duties as assigned

About You

The Customer Support Representative will have superior customer service skills, strong Team ethic, solution oriented mindset, technical aptitude, willingness to accept responsibilities, and ability to thrive in a flexible and driven to succeed environment.