Merchant Support Specialist I

Company : Compunnel Software Group, Inc.

Location : New York, NY, 10261

Posted Date : 11 October 2025

Job Details

JOB SUMMARY
The Merchant Support Specialist I will serve as the first line of defense for merchant, customer, partner, and internal post-sales escalations related to Client Online Ordering platform. This role requires strong communication, troubleshooting, and organizational skills to deliver world-class customer support. Working primarily through Zendesk, with occasional phone or video support, you will provide empathetic, effective, and timely solutions while becoming a subject matter expert in the product suite.

KEY RESPONSIBILITIES

Provide Tier 1 support to merchants using the Online Ordering platform, including troubleshooting menu settings, customer UI configurations, and reporting reconciliation.
Investigate and resolve complex technical issues, escalating appropriately to Tier 2 when necessary.
Communicate with merchants empathetically, addressing concerns with urgency and professionalism.
Collaborate with internal teams to ensure smooth resolution of escalations.
Build and maintain deep expertise in platform features, tools, processes, and troubleshooting methods.
Apply de-escalation strategies to manage difficult customer interactions and turn negative experiences into positive outcomes.

REQUIRED QUALIFICATIONS

Bachelorâ€™s degree or equivalent work experience.
Minimum 2 years of work experience in technology, hospitality, or customer support.
Strong problem-solving skills with the ability to work independently and methodically through technical issues.
High emotional intelligence with excellent written and verbal communication skills.
Demonstrated ability to work effectively in fast-paced, evolving environments.
Proven experience in call management and customer de-escalation.

PREFERRED QUALIFICATIONS

Familiarity with POS systems such as Toast, Square, and other providers.
Experience using Google Suite, Slack, Jira, Confluence, Salesforce, and Zendesk.
Previous exposure to troubleshooting technical products in SaaS or hospitality industries.