Source description
About the role
Provide an effortless customer experience through a support ticket or phone response to make it easy for Crumbl locations to get answers and solve problems
Utilize ticketing system to communicate and thoroughly document issues and opportunities
Manage ticket queue daily to make sure all tickets are updated and resolved effectively
Diagnose and troubleshoot simple and complex issues for both Crumbl store hardware and software by utilizing all available resources provided
Refer to established recommendations for technical product support and escalate complex issues as needed to higher-level technical product support specialists or management
Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
Follow all Standard Operating Procedures
Advocate for Crumbl store locations and own issues until completion
Maintain Crumbl Ops and business acumen by attending team trainings to adequately support platforms and stores
Support and meet team goals for response times, accuracy, and experience metrics
Contribute to an inspiring team environment with an open communication culture
Adhere to published work schedule and maintain excellent attendance
Demonstrate relentless teamwork through collaboration on team projects and initiatives
Regularly attend 1:1s with manager to review performance and make professional developmental goals
More at Crumbl