• Provide email and occasional phone support (outbound) to guests and merchant partners via our ticketing system on the Zendesk ticketing platform • Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a CSat score of 90% or higher • Maintain close contact and open communications with restaurant owners and guests until an issue has been resolved • Provide white glove support to our VIP guest cohort including booking reservations and offering priority support via a text line • Escalate complex issues to Tier 3 and Management appropriately • Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies • Conduct technical support in line with documented procedures • Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems • Use communication channels to inform the team of important issues and information which will help improve team performance