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L2 Technical Support

4 months ago

Tampa, United States Mad Mobile Inc Full time

**_About Mad Mobile_**

Mad Mobile is a pioneering force in shaping the future of retail and restaurant experiences. As the market continues to evolve at a rapid pace, we remain at the forefront of innovation, empowering customers to seamlessly engage and transact with brands across various touchpoints. With our platform already supporting major brands, we are dedicated to driving in-store productivity, enhancing customer experiences, and maximizing transactional value.

**_ About the Role_**

As an L2 Technical Support Specialist at Mad Mobile, located in Tampa, FL, you will play a pivotal role in ensuring the seamless operation of our innovative retail and restaurant solutions, specifically focused on POS systems. You will take ownership of technical support operations, define and develop strategies for effective issue resolution, and deliver exceptional service to our restaurant clients. Communication skills are key as you will interface with both internal teams and external customers.

**_ Responsibilities_**
- ** Own**: Take ownership of technical support operations and ensure timely resolution of client issues related to restaurant POS systems.
- ** Define**: Define strategies and best practices for efficient technical issue resolution in a restaurant environment.
- ** Develop**: Develop and implement processes to streamline technical support workflows for restaurant POS systems.
- ** Deliver**: Deliver exceptional customer service by addressing client inquiries and concerns promptly and professionally within the restaurant industry context.
- ** Communicate**: Effectively communicate technical information and resolutions to both internal teams and external clients in the restaurant sector.

**_ Qualifications_**
- Bachelor’s degree in a technology field (Computer Science, Information Systems, or Information Technology) or relevant experience.
- 3-5 years of experience in a similar technical role or capacity supporting B2B SaaS, with 2-3 years specifically in support and 1-2 years in an L2 support capacity with Restaurant POS systems.
- Advanced Network/ISP troubleshooting knowledge and experience.
- Curiosity to dig in and explore the details of restaurant POS systems.
- Strong communication, collaboration, and documentation skills.
- Ability to perform multiple tasks simultaneously, handle interruptions, and meet deadlines.
- Initiative, integrity, and inventiveness in task performance.
- Ability to adapt to and learn new concepts and technologies independently.

**_ Additional Skills and Educational Background_**
- Experience with retail or restaurant technology solutions is highly advantageous.

**_ Our Core Values_**

At Mad Mobile, we uphold these core values:

- ** Customer**: We believe in providing the best service to our customers every day.
- ** Accountability**: We take ownership and proactively make things happen.
- ** Teamwork**: We collaborate as a team to achieve success and have fun along the way.
- ** Innovation**: We inspire and ignite the future through continuous innovation.
- ** Integrity**: We uphold honesty, ethics, and trustworthiness in all that we do.

**_ Why Mad Mobile_**

Mad Mobile is recognized as the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We are committed to fostering a diverse and inclusive culture while promoting a healthy work-life balance.

**_ Benefits_**
- Comprehensive medical, dental, and vision insurance with premiums covered by Mad Mobile.
- $1000 HSA contribution provided from day one (prorated based on start date).
- 401(k) plan with a matching contribution of up to 6% (fully vested from day one).
- Market-leading benefits package and a commitment to employee well-being.

**_ EEOC Statement_**

Mad Mobile is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any other protected category prohibited by law.

Mad Mobile does not accept unsolicited resumes from headhunters or recruitment agencies. Fees will not be paid for unsolicited resumes.