Title: Customer Support Representative Location: San Francisco, CA (Remote) Duration: 4 Months Assignment Shift: must be flexible to work mornings, nights, weekdays, and/or weekends from 9 am-9 pm EST and be expected to work from 1pm-9pm et from Thursday to Monday
Description:
Our Customer Support team currently offers 365/12/7 coverage from 9am-9pm EST.
You must be flexible to work mornings, nights, weekdays, and/or weekends.
Shift times may be subject to change as we expand our team!
This team is on the ground floor of a product that can change the hospitality industry forever.
About the Role The team is looking for a new team member to join our Customer Support team, helping restaurants live as they work with our new product.
We primarily manage our ticket queue via email and text message, and provide phone or video support upon request or as needed. You’ll be a strategic problem solver and become a subject matter expert in all things related to our new product! You will be the first line of defense for all merchant support tickets, ensuring that the team provides an exceptional service experience when something goes wrong.
To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a constant desire to never stop building your knowledge of our product.
You’re excited about this opportunity because you will…
Be an early part of a collaborative team that prides itself on world-class customer service for an innovative and industry-leading technology platform Work directly on a small, high-priority team, and learn by working directly with world-class leaders such as company’s Co-Founder Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success
Develop a deep expertise in our product, processes, systems, tools, and how to diagnose and resolve an issue. We’re excited about you because
You have a Bachelor’s degree or equivalent amount of work experience
You have 2+ years of work experience in a related role in technology, hospitality, or customer support
You are a natural problem solver, willing to triage problems that may not have a pre-defined solution
You lead with empathy, and deeply care about the success of small business owners across the United States
You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).
You have experience in a fast-paced customer service role and are resilient in an ever-changing environment
You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using company’s brand voice and tone You are a highly-motivated individual who works well in a team environment You are above average in technological fluency Bonus Points for.
Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS
Familiarity with G-Suite, ZenDesk, Slack, Atlassian, Salesforce
Note: The Company is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAhr@spectraforce.com.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $24.00/hr.
