Technical Specialist - POS

Remote or NYC

Applications have closed
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Olo

Posted 1 month ago

Olo’s mobile and web solutions let people order their favorite foods quickly and easily from their mobile devices and computers, helping restaurants connect with their on-the-go customers to significantly increase their revenues from the mobile and web channel.  This translates into an exciting opportunity for a POS Rock Star to help our customers connect their POS systems to ours - to create a seamless and smooth user experience for both our customers and our clients.
This Technical Specialist - POS will play a crucial role within Olo’s Customer Success Team by working directly with our customers to provide expert-level POS support for both new brands and existing ones. A successful Technical Specialist - POS will work with our customers to understand their unique goals and business processes. They will collaborate with cross functional teams providing expert POS and industry knowledge to help the evolution of the product offerings as they relate to POS.
Reporting to the Senior Director, Technical Specialists - POS, the Technical Specialist - POS will be an integral part of our internal and external team, providing technical and product knowledge expertise to clients, Deployment Managers, Technical Specialists, Product Managers, along with our support and leadership teams. 
This is a full-time position in downtown New York City, or remote anywhere in the U.S.

What You’ll Be Doing

  • Working directly with the client base to resolve all technical inquiries related to POS integration and misconfiguration issues.
  • Providing responsive technical assistance, working with internal departments to diagnose, research and resolve technology-related problems.
  • Identifying and understanding the client’s unique environment where Olo’s products and services are implemented.
  • Partnership with Deployment and Customer Success Managers to ensure we’re taking a holistic approach to ensuring software, services, and processes support client’s business needs.
  • Demonstrate a high capacity for delivering quality customer service.
  • Functioning as a technical liaison to Olo’s product and development teams to provide POS insights that lead to ongoing product enhancements.
  • Report unexpected product behaviors relative to their assigned POS integrations to Olo’s engineering teams and work with those teams to urgently resolve these issues.
  • Provide feedback and define internal processes and best practices to continually improve the customer experience.
  • Support our sales team during the sales lifecycle to understand existing POS practices, SOPs, and program goals to empower them to deploy the best program possible. 
  • Write knowledge-base articles as required pertinent to assigned POS integrations.
  • Provide tier 3 escalation support for our internal teams.

What We’ll Expect From You

  • A minimum of 5 years of work experience; a minimum of 3 years of experience in POS implementation and/or support roles.
  • Configuration and implementation for our integrated POS systems.
  • Troubleshooting and error resolution of the POS products that are integrated with Olo.  The POS products we integrate with include both traditional POS systems (Aloha, micros 3700, RPOS, Iris, Simphony, RPOS, PAR Pixelpoint, Positouch, Squirrel, Focus POS, etc) along with cloud POS systems (Revel, Brink, Treatware, Silver, Toast, Qu POS, CBS Northstar, etc) but this list is always growing.
  • Strong understanding of POS logging and diagnostic files.
  • Training of client IT support staff and their subcontractors.
  • Restaurant Operations experience is required.
  • Outstanding ability to clearly and tactfully articulate problems and resolutions, and provide recommendations in an understandable manner to both technical and non-technical audiences via conference calls, video calls, written communication and in person.
  • Highly organized prioritization and project management skills, including communication of installation timelines directly to Olo leadership and to the client.
  • The ability to work independently when needed - as well as collaborate cross-functionally.  
  • Top-notch presentation skills, and the ability to educate clients on operational best practices to increase program performance.
  • The creativity and ability to provide feedback on internal processes and best practices to continually improve the customer experience
  • A Bachelor’s degree and/or equivalent education and work experience.

Nice to Have

  • Previous experience with implementing POS integrated online order especially if Olo was the solution!

What's Important to Olo

  • Our families come first. We know they make us who we are and they are who we live and work for every day. 
  • Olo is our extended family. We’re in this together, fighting for one another. We’re happy to be here. We will not let one another down. 
  • We learn from and fight through setbacks. We recognize and help one another with direct feedback. 
  • We care about you. We offer 20 days of paid time off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan.
  • We value diversity. At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed to doing our part to move the needle. 
  • Learn more about our culture, values, and mission.  https://www.olo.com/images/culture.jpg.
COVID-19 Impact
Olo is committed to the well-being of candidates, employees and our community. The  Olo NYC Headquarters will be closed for the foreseeable future because of the global outbreak of COVID-19. While an in-person interview is typical for many roles at Olo, we will conduct interviews via video conferencing while our HQ is closed. Olo benefits from the fact that over half of our workforce is remote, therefore we are accustomed to conducting interviews via video conferencing and we anticipate no impact on our recruiting timelines. We encourage candidates to share any concerns or questions with Olo’s recruiting team.
About Olo
Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand’s own website or app, third party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform for over 300 brands, such as Applebee’s, Checkers & Rally’s, Cheesecake Factory, Chili’s, Dairy Queen, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Portillo’s Hot Dogs, Shake Shack, sweetgreen, Wingstop, and more. Learn more at www.olo.com.
Olo's headquarters is located on the 82nd floor of One World Trade Center.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). Check out our culture map:https://www.olo.com/images/culture.jpg.
We encourage you to apply! 
Olo is an equal opportunity employer and diversity is highly valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.
If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!
Job tags: Customer service Customer success Integrations Mobile Project Management Recruiting Research SOPs Stock options Training User Experience Video calls