KellyOCG

Compensation

Full Description

Title: Merchant Support Specialist I Contract Duration: 12 months Contract Type: W2 under staffing supplier Pay Rate: $22,86/hour Start Date: October 13, 2025 Location: Remote (based in New York, NY HQ) Visa Sponsorship: Not provided Executive Summary A leading technology-driven organization is seeking a Merchant Support Specialist I for a remote position focused on supporting hospitality businesses through an online ordering platform. The Support Specialist will become a subject matter expert, handling merchant escalations via Zendesk, phone, and video, and ensuring a seamless support experience for merchants and partners. The role emphasizes empathy, technical troubleshooting, adaptability, and the ability to thrive in a fast-paced and continuously evolving environment. Key Responsibilities • Provide Tier 1 support for merchants using an online ordering platform; diagnose and resolve menu, customer UI, and reporting issues • Address merchant concerns with urgency, empathy, and professionalism, aiming to turn challenges into positive experiences • Collaborate with Tier 2 and internal teams to ensure smooth escalation and resolution of technical cases • Develop deep product and process expertise to effectively troubleshoot and remediate problems • Contribute to a collaborative, service-focused team, always seeking to enhance merchant satisfaction • Maintain consistent communication with stakeholders and close loops on all action items • Manage support cases within Zendesk and provide phone/video support as needed • Work Monday–Friday between 7:00 AM and 5:00 PM PST; flexibility required as schedules may evolve Skills & Qualifications • Bachelor’s degree or equivalent work experience • Minimum 2 years of experience in technology, hospitality, or customer support roles • Demonstrated troubleshooting skills and a methodical, step-by-step approach to solving problems • Strong communication skills, emotional intelligence, and professional demeanor in all interactions • Proven track record in de-escalation, call management, and customer satisfaction • Ability to learn and execute quickly in a changing environment; highly organized and proactive Nice to Have • Familiarity with platforms and tools such as Toast, Square, POS providers, Google Suite, Slack, Jira, Confluence, and Salesforce Benefits When it comes to working, we want to help take some of life’s pressures off - where we can. So, Kelly employees get access to great benefits, perks, and discounts. · EnrollVB Program ► Teledoc ► Supplemental Medical ► Min. Essential Coverage ► Dental ► Vision ► Legal & Financial ► Accident ► Short Term Disability ► Critical illness ► Term Life ► Whole Life · Access 2 Wellness - lower medication costs · Kelly’s Life Advisor Wellness Program - access to counselors to assist with a wide range of issues, including Life Coaching sessions · Retirement Savings · Direct Deposit. Weekly pay · Free skills enhancement and training with More than 6,000 courses and 55,000 eBooks and publications are available · Employee Discounts/Perk Spot - Thousands of popular retailers and service providers, you can obtain discounts for almost anything you can buy · Holiday and Service plans where applicable