L1 Associate Technical Support Specialist

L1 Associate Technical Support Specialist supports CAKE product users by handling inquiries, troubleshooting issues, and documenting resolutions.

Responsibilities

• Own the customer support workflow and ensure timely, effective resolution of customer inquiries
• Define and maintain customer support protocols and procedures while following company policies
• Build in-depth knowledge of CAKE products and services to provide accurate, comprehensive support
• Deliver strong customer service through active listening, relevant solutions, and a positive customer rapport
• Communicate with customers via phone, email, SMS, and Chat to provide product guidance and troubleshooting assistance
• Offer alternative solutions when needed and document outcomes for each interaction

Requirements

• Excellent written and verbal communication skills
• Strong problem-solving and deductive reasoning to diagnose and resolve customer issues
• Ability to accurately document troubleshooting steps and final solutions
• Proven conflict resolution skills for challenging customer interactions
• Ability to work effectively in a fast-paced, service-oriented environment with high expectations
• Strong collaboration skills to work with the support team and other departments

Technologies

• CAKE products and services
• Point-of-sale (POS) systems
• Networking

Additional skills that may help

• 1+ years of customer service experience in a phone call-center, chat/SMS customer communication environment, or front-of-house restaurant role
• Hospitality industry experience in front-of-house operations (restaurants, hotels, or retail)
• Knowledge of POS systems or other hospitality/retail technology
• Familiarity with networking or technical troubleshooting

Benefits

• 80% company-paid benefits for medical, dental, and vision (HDHP plan)
• Covered 80% of family plan costs at a highly discounted rate
• $500 (prorated) for your HSA based on start date
• Very robust “buy-up” plan with 60% covered by Mad Mobile
• 401(k) with matching contribution up to 4%, fully vested on day one

Core values

• Customer: customers deserve the best every day
• Accountability: take ownership and make things happen
• Teamwork: win as a team and have fun
• Innovation: innovate, inspire, ignite the future
• Integrity: honest, ethical, and trustworthy

Location and experience

• Tampa, FL (onsite)
• Minimum experience: 1+ years
• Reports to the Customer Support Manager

EEOC statement

• Mad Mobile is an equal opportunity employer
• No discrimination based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws