Client Support Specialist - Tier 2

Are you passionate about helping clients when they need it the most? Do you believe that successful client support is paramount to a successful partnership? Are you convinced that restaurant owners deserve technology that allows them to take back control from 3rd party platforms? Three times yes? Sounds like we found a match!

About This Opportunity:

As a technical multi-channel Tier 2 Client Support Specialist with Popmenu, you will be part of a growing support team whose mission is to facilitate the way restaurants do business. You will work collaboratively with your dedicated customer team to provide information and troubleshooting that promote client self-sufficiency and platform utilization.

As the face of the company to clients, you play a critical role in strengthening our client trust and relationship building. Our Client Support Specialists are creative thinkers who are curious about our product and our clients’ experiences, and skilled at understanding the root cause of a problem to provide information or guidance.

Popmenu is a true partner for restaurants—we are here to ensure our clients continue to be familiar with the technology tools that will keep them successful long into the future.

This role will require working a set schedule of Tuesday-Saturday or Sunday-Thursday 11am-8pm Eastern

What’s on Your Plate:

· Client Support: As the face of the company, communicate directly with the customers. Handle conflict, difficult situations, and urgent issues in a professional manner. Listen carefully to all points of view to ensure a clear and common understanding is achieved.

· Technical Troubleshooting: Gather information, recommend problem-solving steps, record, test, and find the solution to make sure clients’ sites are live and working properly, including site launches, upgrades, inoperability, and product related issues.

· Client Assistance: Be a key member of the problem-solving/avoidance team and highly skilled in solving extremely complex (often unknown) critical issues. At times, perform the duties of a Tier 1 Client Support Specialist.

· Client Empowerment: Actively contribute and work to continually improve customer self-help through the publication of technically accurate knowledge base articles. Ensure that our clients know how to help themselves next time.

· Product Liaison: Actively look for problematic patterns and escalates them. Seek continuous process improvements that yield higher quality, security, and performance. Coordinate problem resolution with other team members, and escalation resources, to ensure open communication of issues and resolutions.

Bottom line – in this role it is your responsibility to put out fires on our clients’ platform. So, what are the skills we are looking for?

What You Bring to the Table:

· Two years proven track record of communicating resources, steps, and identifying escalations or comparable demonstrated technical support proficiency

· Familiarity with DNS records, domain registration, site launches, software, and hardware

· Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator with the ability to effectively prevent or mediate conflict

· Demonstrated organizational and time management skills with the ability to prioritize and manage many support channels at the same time

· Understanding that we need to be available on weekends and after-hours and willingness to flex your work week accordingly. You will be working in a dedicated customer team requiring round-the-clock escalation support response readiness.

· Proven track record of recreating problems, troubleshooting, and identifying technical escalations

· Strong team-player with the ability to work in a fast paced, changing environment

· Self-motivated with the ability to take initiative and use independent judgment

· Experience with Salesforce, Zendesk, Intercom, or other help desk software

· Bachelor's Degree or equivalent experience

What We’re Serving:

• Genuine Core Values: We asked our employees what’s most important to them in the workplace and carefully sculpted our 4 core values to truly represent our company culture. On a quarterly basis, peers recognize each other for exemplifying our values with what we call “Super Booms”.
• Giving Back: In addition to our larger partners such as the Giving Kitchen, our culture champions (aka “Super Boom” winners) pick a cause they are passionate about, and we make a donation in their name.
• Visible Growth and Development: There is no way to avoid personal growth in a start-up! We keep innovating and improving and our team members keep growing as well.
• Company Ownership: When we say, “Act Like an Owner”, we put our money where our mouth is! Every single team member receives meaningful company equity options because we recognize that every role is important for our success.
• Benefits for the Whole Family: Along with the typical medical, dental, vision, 401K benefits, we’ve got your furry family members covered with our Wagmo Wellness Plan.