Restaurant Technology Support Agent

 Job Expectations:

• Be a confident, yet friendly and empathetic, agent receiving support calls, chats, texts, and emails, all managed within our ticketing system, Zendesk.
• Troubleshoot and solve complex restaurant technology challenges, particularly point-of-sale and (internal and external) networking issues.
• Leverage our proprietary systems to find and document solutions to customer issues and create/improve knowledge base content where opportunities arise.
• Triage and escalate issues to 3rd party vendors when necessary.

Qualifications:

• 3 years of experience with Toast, NCR Aloha, Brink, Revel, or Olo menu changes and syncing.
• A decisive, natural-born problem solver with superior judgment, reading comprehension, deductive reasoning, and critical thinking skills.
• Detail-oriented, self-motivated, organized, and a multi-tasker.
• A patient people person who can communicate clearly across multiple channels (written and verbal) and operate comfortably even in high-pressure situations.
• Ready to learn and ready to teach. Teamwork makes the dream work — our workflow is built around collaborative troubleshooting, knowledge documentation and sharing, and continuous feedback. Familiarity with the principles of Knowledge-Centered Service (KCS) is highly valued.
• Comfortable with customer support ticketing platforms (we use Zendesk), managing multiple streams of work to completion.
• Experienced in configuring/troubleshooting restaurant POS systems (e.g., we support restaurants who use Toast, Square, PAR Brink, Revel, Upserve, Sicom, NCR Aloha, and more), online ordering and integration platforms (including DoorDash, UberEats, Grubhub, Olo, Otter, Chowly, and Cuboh), networking equipment (UniFi, Cisco Meraki), and any other related restaurant technologies.
• Passionate about hospitality and the restaurant industry in particular. Time spent working in fast-paced restaurant environments is a major plus!