Job Title: Operations Clerk II / Merchant Support Specialist Duration: 3 months Location: Remote Schedule: 7 am - 5 pm PST (Flexibility is required, as shift times may evolve as the team grows.) Overview: Client’s Online Ordering platform supports hospitality businesses with online ordering, reporting & analytics, and marketing tools. Platform designed to be flexible and power restaurant operations (e.g., dinner rush, brunch reservations). Support team operates 7:00 AM – 5:00 PM PST . Flexibility required as shifts may evolve as the team grows. Support primarily handled via Zendesk , with phone/video support as needed. Role serves as a strategic problem solver and subject matter expert in Online Ordering. First line of defense for merchant, customer, partner, and internal post-sales escalations. Key Responsibilities: Support Tier 1 merchant troubleshooting (menu settings, UI configurations, reporting reconciliation). Investigate and resolve complex technical troubleshooting cases. Diagnose and remediate system failure points. Address merchant issues with empathy and urgency. Collaborate with Tier 1 & Tier 2 teams for seamless support. Develop deep expertise in product suite, systems, and tools. Close the loop on escalations and ensure full resolution. Work independently while collaborating cross-functionally. Required Qualifications: 2+ years of experience in technology, hospitality, or customer support (or Bachelor’s degree/equivalent experience). Strong communication skills (written & verbal). Strong troubleshooting and organizational skills. Experience with de-escalation and call management. Ability to work in a fast-paced, changing environment. Ability to work methodically through problems step-by-step. High emotional intelligence. Reliable, trustworthy, independent worker. Schedule flexibility within 7 AM–5 PM PST. Preferred Qualifications: Familiarity with Toast, Square, POS systems. Experience with Google Suite, Slack, Jira, Confluence, Salesforce. Experience working with Zendesk ticketing systems. Bias for action/startup mentality. Experience building scalable merchant/customer experiences. Applicant Notices & Disclaimers For information on benefits, equal opportunity employment, and location-specific applicant notices, click here At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 20.68/hr.