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 answering consumer support tickets through Zendesk, providing front-line support to users, and maintaining a positive brand image. You will track tickets, research customer issues, and report bugs. The role reports to the Director of Merchant Operations and Support and requires 40 hours per week. This is a remote position open to candidates in New York and Florida with a proven record of working remotely. Thanx offers a supportive and inclusive work environment.

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)