Merchant Support Specialist SONDC

The Merchant Support Specialist I is responsible for providing Tier 1 support to merchants using client's Online Ordering. This role serves as the first line of defense for merchant, customer, partner, and internal post-sales escalations. The Specialist will troubleshoot menu settings, customer UI configurations, reporting reconciliation, and other technical issues, ensuring a seamless and exceptional service experience. Flexibility is required, as support hours run from 7:00 AM to 5:00 PM PST and shift times may evolve as the team grows.

• Provide Tier 1 support for merchants using the Online Ordering platform
• Investigate and resolve technical troubleshooting cases to diagnose and remediate issues
• Address merchant issues with empathy and urgency, ensuring positive outcomes
• Develop deep expertise in product suite, processes, systems, and tools
• Collaborate with Tier 2 Support to ensure seamless escalation and resolution
• Document and manage support cases via Zendesk ticketing system
• Provide phone or video support as needed
• Deliver world-class customer service and contribute to continuous improvement of support processes

• Bachelor’s degree or equivalent work experience
• Minimum 2 years of work experience in technology, hospitality, or customer support
• Strong communication skills (verbal and written) with high emotional intelligence
• Proven troubleshooting and organizational skills
• Ability to work independently and manage time effectively
• Experience with de-escalation tactics and call management
• Comfortable working in a fast-paced, evolving environment
• Proficiency with Microsoft Office and ability to learn new systems quickly

• Familiarity with Toast, Square, POS providers, Google Suite, Slack, Jira, Confluence, and Salesforce
• Experience in hospitality or restaurant technology support
• Demonstrated ability to turn upset customers into brand promoters