Merchant Support Specialist
Excel Gens
Merchant Support Specialist I
PRIORITIZE PST 9-5 AS MAIN SHIFT Remote
About the Team: DoorDash Online Ordering is on a mission to make operating a hospitality business a whole lot easier. Our innovative platform has all the tools merchants need all in one place reliable online ordering, reporting & analytics, targeted marketing, and more. We know that every restaurant is unique, so we built our software to be as flexible as you needour Platform powers the Friday night dinner rush, the weekend brunch reservations, and everything in between.
About the Role: Our Support team is available from 7:00 AM to 5:00 PM PST. Flexibility is required, as shift times may evolve as the team grows. Most support is handled via our Intercom ticketing system, with phone or video support offered as needed. You'll be a strategic problem solver and become a subject matter expert in all things Online Ordering. You will be the first line of defense for all merchant, customer, partner, and internal post-sales escalations, ensuring that Tier 1 & Tier 2 Support work together seamlessly to provide an exceptional service experience when something goes wrong.
Tier 1 is primarily responsible for supporting merchants who use our ordering platform and will help identify and troubleshoot a wide range of issues, including menu settings, customer UI configurations, and reporting reconciliation. To succeed in this role, you will need to have strong communication, troubleshooting, and organizational skills, and a constant desire to never stop building your knowledge of our ever-growing product suite.
You're excited about this opportunity because you will Be an early part of a collaborative team that prides itself on world-class customer service for an innovative and industry-leading technology platform Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points Address merchant issues with empathy and urgency, ensuring that every touch point with the merchant is a learning opportunity that brings them closer to success Develop deep expertise in our product suite, processes, systems, tools, and how to diagnose and resolve issues.
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