The ideal candidate should be proficient in both English and Spanish written and spoken.
The Customer Support Representative will provide superior customer support to CAKE restaurants and guests by answering and resolving inbound requests via phone, email, and other means. The Customer Support Representative will assist in developing procedural documentation and be accountable for adhering to CAKE’s standards and service level agreements.
About CAKE
CAKE is one of North America’s leading technology startups. We are a fast-moving young technology company located in the heart of Silicon Valley. We have enjoyed sustained annual revenue growth since inception and investment by Sysco, one of America’s most respected Fortune 500 companies. We offer a fun office environment with exclusive benefits such as a nutrition counter, beer on tap, competitive salary, and comprehensive benefits package.
At CAKE, we believe in innovation. CAKE’s Restaurant Operating System uses the latest technology to help better run QSR and full service restaurants and allow them to connect with mobile customers. Each product and app is tailored to help boost sales, save money and increase control.
Role and Responsibilities
Provide excellent service and support to CAKE’s Restaurants and Diners
Properly document all incoming requests and proactive outbound contacts using internal tracking systems
Work with Customer Support Team to document and standardize Problem Determination Procedures (PDP)
Properly triage requests and handle first-level customer requests, complaints, billing issues, and selectively escalate appropriate requests to Application Support Engineering, Product Management, Finance, and/or Operations Management
Assist in training and coaching new and existing team members on customer service skills, CAKE products, internal systems, and other concepts as required
Maintain personal accountability for customer satisfaction survey results as well as share responsibility for Customer Support Team’s overall customer satisfaction levels as well as adherence to CAKE policies and service level agreements
Provide relevant feedback to sales, operations, product management, etc. on situations and concepts affecting CAKE’s customers
Other duties as assigned
Qualifications and Education Requirements
The Customer Support Lead will have demonstrated bias toward customer service but an operational understanding of CAKE’s responsibility to its customers. S/He will also have experience in directly supporting customers in a phone/web-based environment.
1+ years customer service experience in a call-center environment
Excellent written and verbal communication skills
Superior problem solving and deductive reasoning skills
Strong ability to document troubleshooting and solutions materials
Ability to follow and conceptualize innovative customer support processes
Demonstrated conflict resolution skills
Ability to work in an unstructured start-up environment
Strong collaboration skills
Ability to work scheduled shifts including mornings, weekends and nights
Preferred Skills
The Customer Support Rep would ideally have a background in hospitality (restaurants, hotels, or retail) in front-of-house operations
3+ years FOH hospitality experience
Strong knowledge of Point-of-Sale (POS) systems or other hospitality/retail technology
Demonstrated knowledge of TCP/IP Networking
Familiarity with multiple brands and models of SOHO (small-office/home-office) routers and networking devices
Familiarity with multiple Internet Service Provider (ISP) protocols including cable, ADSL, PPPoE, T1, etc.
BS/BA or equivalent work experience
IT Certifications (A+, CSP, MCP, etc.) considered a strong advantage
Ability to work scheduled shifts including day, evening, and overnight shifts
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