Kelly Services Job - 48746564 | CareerArc
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Company: Kelly Services
Location: SF, CA
Career Level: Associate
Industries: Recruitment Agency, Staffing, Job Board


Merchant Support Specialist I 

Location: Remote  

*****strong preference to candidates with restaurant experience**** 

Msg from hiring manager: "Completely remote and time zone is flexible. Currently we have team members in Eastern, Central, & Mountain. If they are on Mountain or Pacific time then they will just need to understand that there is a possibility of starting their day quite early as our shifts are currently 9am-5pm and 1pm-9pm EST. Also the opposite for Eastern time where the day might run late." 


About the Team: 

We are on a mission to make operating a hospitality business a whole lot easier. Our innovative platform has all the tools merchants need — all in one place — reliable online ordering, reporting & analytics, targeted marketing, and more. 

About the Role: 

The 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! 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! You will be the first line of defense (Tier 1) for all merchant, customer, partner, and internal post-sales escalations, ensuring that Tier 1 & Tier 2 Support work together seamlessly to provide an exceptional service experience when something goes wrong. Tier 1 is primarily responsible for supporting the merchants that use our ordering platform and will help identify and troubleshoot a wide range of issues such as menu settings, customer UI configurations, ticket printing & routing, and reporting reconciliation. 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 ever-growing product suite. 

You're excited about this opportunity because you will… 

  • Be an early part of a collaborative team that prides itself with world-class customer service for an innovative and industry leading technology platform 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 Bbot's product suite, processes, systems, tools, and how to diagnose and resolve an issue. 
  • You have a Bachelor's degree or equivalent amount of work experience 1+ years of work experience in a related role in technology, hospitality, or customer support Bonus Points for… Familiarity with Toast, Square, Upserve, Micros, Aloha, NCR, or Revel POS Familiarity with G-Suite, Slack, Atlassian, Salesforce

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Find what's next with Kelly®.

As a worker today, it's up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what's next is what we're all about. We know what's going on in the evolving world of work—just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

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