L1 Associate Technical Support Specialist

Mad Mobile is an AI-driven software development company headquartered in Tampa, FL, revolutionizing the restaurant and enterprise retail industries. Our innovative solutions empower businesses to enhance customer experience, streamline operations, and drive growth through cutting-edge technology. From mobile ordering and payments to advanced point-of-sale systems, our AI-driven approach helps industry leaders stay ahead in an ever-evolving digital world. As a fast-growing organization, we foster a collaborative, dynamic, and inclusive culture dedicated to delivering exceptional value to our clients and employees. Join us in shaping the future of restaurants, retail, and hospitality through intelligent, technology-driven innovation.

About the Role:  

The L1 Customer Support Representative will play a vital role in providing superior customer support to CAKE product users. Reporting to the Customer Support Manager, you will be responsible for answering and documenting customer calls, resolving inquiries, and ensuring customer satisfaction. Success in this role will depend on your ability to deliver excellent service, demonstrate strong problem-solving skills, and collaborate effectively with the team. 

Location: The role will be located at our Tampa HQ.  

In this role, you will: 

• Own the customer support process and ensure timely and effective resolution of customer inquiries. 

• Define customer support protocols and procedures, maintaining a high level of professionalism and adherence to company policies. 

• Develop a deep understanding of CAKE products and services to provide accurate and comprehensive support. 

• Deliver exceptional customer service by actively listening to customers, providing relevant solutions, and maintaining a positive rapport. 

• Communicate effectively with customers via phone, email, SMS, and Chat, offering product guidance, troubleshooting assistance, and alternative solutions. 

We are looking for someone who has: 

• Excellent written and verbal communication skills to engage effectively with customers. 

• Strong problem-solving and deductive reasoning abilities to diagnose and resolve customer issues. 

• The ability to document troubleshooting steps and solutions accurately. 

• Demonstrated conflict resolution skills to handle challenging customer interactions.&nbs