Provide Tier 1 agents (first level support) with mentor support when dealing with difficult or unfamiliar technical issue – serving as the process, policy and technical subject matter expert
Monitor and respond to the inbound queue of escalation tickets within required service level thresholds – actively engaging with merchants, sales and partners to deescalate the situation and ensure technical resolution and high quality of customer satisfaction
Engage Product Team with escalated customer feedback & engage Engineering Team for bug fixes, including verifying and provide repro-steps for all bugs submitted
Log escalations/complaints in relevant escalation doc

Requirements

High school diploma or equivalent
Two or more years of customer service experience
Critical thinking & problem solving
Patience, determination & ability to deescalate emotionally charged situations
Solid understanding of talech core concepts (Products, Payment flows, Order Management, Hardware)
Excellent written and verbal communication including proper spelling and grammar
Relevant work history and experience with Google Sheets or MS Excel a plus
Reliable: Second level support must be reliably available on-time as-scheduled
Outstanding delivery of tier 1 expectations: Customer service oriented, kind and relatable
Ability to listen closely to take action on customer’s inquiries
Uses sound logic and troubleshooting techniques to find root cause issues
Ability to teach and educate somewhat technical issues to novices
Reliable on-time arrival, flexible break & lunch timing based on customer call arrivals
Coachable, ready to learn and grow within our environment
Proficient in the creation, maintenance and troubleshooting of wireless & Bluetooth technology / networks
Technically familiar with iOS operating systems - (iPad)
Previous experience working at SaaS, small business, or payments focused companies
Networking Support ticket tools, such as Zendesk and Service Cloud
Bi-Lingual (Spanish or French) is a plus
Bachelor’s degree and / or equivalent experience in a previous online technical support role or with point of sale systems (Retail & Restaurant)

Benefits

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicecritical thinkingproblem solvingtalech core conceptswireless technologyBluetooth technologyiOS operating systemstroubleshootingnetworking supportpoint of sale systems

Soft Skills

patiencedeterminationdeescalationcommunicationlisteningcoachablecustomer service orientedkindrelatableability to teach

Certifications

high school diplomabachelor's degree