Consumer Support Specialist

Summary

Join Thanx, a leading loyalty and guest engagement platform for restaurants, as a Consumer Support Specialist! This contract-to-hire, remote position involves responding to customer support tickets through Zendesk, handling escalated tickets, researching issues, reporting bugs, and maintaining excellent communication. You'll be the face of the brand, interacting directly with users. The role reports to the Director of Merchant Operations and Support and requires 1-3 years of software support experience, strong communication and problem-solving skills, and the ability to manage upset customers. This is a full-time (40 hours/week) remote position open to candidates in California, Nevada, Texas, Colorado, New York, and Florida.

Requirements

• 1-3 years of software support experience
• Strong written and verbal communication skills
• Strong interpersonal skills, including the ability to manage an upset customers
• Strong problem-solving and computer skills

Responsibilities

• Use Zendesk to read, track, and respond to support requests from consumers
• Handle tickets escalated from our Tier 1 team
• Research support issues and escalate tickets when there are indications of a larger issue
• Provide detailed background information when reporting a bug or issue
• Maintain courteous and articulate communication
• Work 40 hours per week (5 days, 8 hours each day)