Points Support Specialist (Remote)

ezCater is the most trusted provider of corporate food solutions and is purpose-built for business. ezCater's corporate food platform and flexible, scalable food solutions allow organizations to centralize and track their food spend, and fulfill everything from daily employee meals to client meetings and company all-hands. ezCater backs this up with business-grade, best-in-class, customer service and an unmatched nationwide footprint. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille.
After merging with ezCater in 2019, the MSI (formerly MonkeySoft Solutions) POINTS Support Team has focused on building out a strong, multi-faceted, and flexible technical team. The basic foundation is front-line, client facing, support for the MSI Catering Management Platform, which has expanded to include process management for various API integrations, as well as technical support for internal teams. You will work to resolve known issues with a focus on customer experience and satisfaction.
You Are

• Diplomatic and solution-oriented. You’ll be representing yourself, ezCater, and MSI to customers, maintaining a beyond helpful standard along the way. You consistently honor your commitments and deliver results. You take responsibility for your actions, perspectives, and contributions.
• Technically motivated. with a background in Support or IT Systems/Networking.
• Focused on customers with an appreciation for the business goals. You provide a world-class support experience for MSI and ezCater customers, with a friendly and helpful attitude. You understand how a customer and their expectations fit into product roadmapping.
• Analytical, and think creatively and critically. Don’t just solve problems; find ways to prevent them, and be an expert on making customers happy.
• Independent and self-starting. You’ll be solving problems, gathering information, and making recommendations for improvements, as well as consistently delivering high individual output.
• Liaison and Teacher. You’re able to collaborate, take ownership and influence people. You take technical jargon and make it digestible in your interactions and help your customers learn to self serve.
• Ambitious, and are constantly seeking knowledge. You regularly seek out feedback and eagerly implement it. You see conflict as an opportunity to grow. Failures inspire you to take the learning and try again.

You Will

• Work alongside Project Managers, Implementation Consultants, Trainers and Technical Leads, and support the rest of the company on cross-functional team issues when required.
• Investigate the cause of, and complete tasks generated by the API processes.
• Identify and execute on opportunities for personal learning and engagement.
• Provide technical training to internal and external teams as needed.
• Regularly engage with clients dispersed across North America, using email, video conferencing, and screen sharing.
• Identify and clearly report customer issues to other teams as appropriate within MSI and ezCater.
• Take initiative to solve problems and don't hesitate to share your ideas or make decisions.
• Document and troubleshoot product issues as described by MSI clientele and internal teams.
• Manage and execute configuration changes for MSI and ezCater clientele.
• Deliver a high volume of technical support request completions through email (Zendesk), with a positive, professional, and helpful attitude.

Sprinkles On The Cupcake

• Experienced with POS configurations.
• Experienced with using ticketing systems such as Zendesk.
• Experience with technical documentation.
• Experienced with SaaS software and a basic understanding of SQL / HTML / CSS / XML / JSON and other schemas / hierarchy.
• Experience with using and interacting with APIs.

We Will

• Support your growth in the MSI roles.
• Train you on MSI support and Freedom’s API integrations.
• Establish KPIs and measures of success.
• Offer a flexible environment reflective of the core values of ezCater.
• Offer education opportunities.

Please Note: Must be able to work in PST hours
The national cash compensation range for this role is $53,000 - $63,000* per year.

• Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

ezCater does not sponsor applicants for work visas or legal permanent residence.
What You’ll Get From Us
You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance.
Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.
Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of our offices, and knowing that you helped get this rocket ship to the moon.
ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.
For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.
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