Technical Engineer - Restaurant POS Systems - remote

Omnivore Technologies

Posted 2 years ago

Not your typical technical support role! If you’re interested in blazing a new path in the recently emerging restaurant technology industry, this is the place for you! Our Technical Engineer is responsible for providing Omnivore clients with successful POS integrations through knowledgeable troubleshooting and exemplary customer service. In this role, you’ll have the exciting opportunity to collaborate with big name restaurants to turn their wishes into reality. Using the Omnivore API, you will be responsible for generating creative ways to accomplish their goals through the deployment of Omnivore software and configuration of their POS. You’ll be working with new restaurants, bars, and venues.

Together, we’re pioneering a new era of restaurant experience and guest engagement such as ghost and virtual kitchen concepts, master menus across multiple locations and concepts, and immediately connecting restaurants with delivery service providers such as UberEats, Door Dash, Postmates, and others!

(We are offering relocation assistance or a fully remote position - it's up to you!)

WHAT YOU'LL BE DOING

Providing POS Integrations and agent troubleshooting through scheduled appointments (will occasionally include off-hour installs, requiring some availability for early morning and evening)
Confirming all configurations and functionality are correctly implemented and working as expected during integration appointments
Successfully ensuring information regarding the events and results of the integration are promptly communicated to all present and absent stakeholders
Promptly following-up in detail with any needed next steps to all parties and escalating installation issues as necessary to POS Leads and/or other parties
Precisely managing ticket queue to ensure all support cases are quickly updated, troubleshooting where necessary and keeping clients in the loop by communicating frequent updates regarding the status of open cases
Performing installations and troubleshooting any integrations issues
Swiftly escalating any cases that have encountered a roadblock or are not resolved in a timely manner within customer SLA
Participating in On-Call Program, consisting of weekly rotation every 6 weeks to provide after hours support
Confidently heading up, managing, and completing a variety of assigned project work by due dates, with the assistance of a support team project manager
Striving towards becoming a subject matter expert as needed for a POS system
Participating in outage rotations
Performing additional tasks and responsibilities as designated by the Director of Technical Service

WHAT WE'RE LOOKING FOR

Bachelor’s degree or equivalent work experience
3 years experience providing technical support
Familiarity with POS Legacy or Cloud POS Systems, especially those systems by: Oracle, NCR, POSi, Squirrel. (This can include but is not limited to, configuration, installation, troubleshooting, or general use.)
Experience with ticketing systems such as Service Cloud/Salesforce or Zendesk
Excellent organization, written and verbal communication skills
Capability to manage multiple cases, integrations, and projects at the same time in a fast-paced environment
Motivation to work effectively without supervision
Propensity to solve issues and make improvements where possible
Capacity to work effectively across departments to sell ideas and manage resources
Adaptability to work non-standard hours to help clients be successful
A high degree of honesty and integrity
Resiliency and tenacious attitude while working under pressure
Flexible thinking and positive team-player mindset

“EXTRAS” THAT STAND OUT FROM THE CROWD

Experience constructing SQL queries
Experience with Postman
Initiative to become a process maker and the drive to implement
Talent for solving dynamic problems and calm approach to convey solutions to customers and team members
Experience in or ability to create a knowledge base as a valuable resource for the team

INCLUSIVE BENEFITS

Competitive compensation package
Stock options
Unlimited PTO
Company paid holidays
Employee Assistance Program (EAP)
Medical, Vision &Dental plan options
HSA plan option with employer contribution
AD&D
100% Company paid short-term and long-term disability
401k with company matching
Employee Referral Bonus Program
Virtual engagement events
Remote or in office positions (relocation available to nonlocals wishing to join us in office!)

WHY OMNIVORE?

We have helped thousands and thousands of restaurants survive and thrive in this challenging environment and you will be a part of adding to that legacy of making a difference for one of the top entrepreneurship industries.
Omnivore released its industry-changing Menu Management System in late 2019 and 2021 is the year for game-changing growth. You will be a key part of that growth!
You will be joining a “start-up” culture that already has a tremendous list of customer advocates ready to tell their success story.

Omnivore is committed to creating a diverse environment and is proud to be an equal opportunity employer. We recruit, employ, train, compensate and promote regardless of race, religion, color, national origin, sex, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. www.omnivore.io (800) 293-4058 Omnivore Technologies, Inc.

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