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Technical Support Specialist - New Hartford, United States - PARTech
Description
Hi there We're PAR and our purpose is:
To deliver solutions that connect people to the restaurants, meals and moments they love.
We take that responsibility very seriously. As a leading provider of technology to the top restaurant brands in the world we're calling all rebels, instigators, idealists and builders to join our constantly growing team
PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology.
Our mission is to build the number one restaurant technology company in the world and we're off to great start.
Position Description
At PAR, Technical Support Specialists are responsible for resolving our customer's technical puzzles with finesse and empathy. You'll be a guiding light for customers, ensuring every interaction leaves them empowered and delighted.
What You'll Do
Provide advanced (AKA Level 2) technical support focused on our Brink Point of Sale product (largely, but not exclusively) to PAR channel partners and brand-level customer support teams for all PAR products.
Engage with partner and brand-level customer resources to communicate workarounds to complex issues affecting business.
Resolve database synchronous errors and ensure data integrity through database replication tools
Guidance with menu and database configurations to ensure best practices and database integrity.
Identify and replicate software and hardware inconsistencies impacting customers and provide root cause analysis communications to applicable parties
Utilize DataDog and software logs to validate abnormalities in coordinating incident response efforts for customers
Provide generalized Technical Support for PAR Field Service Technicians, PAR Authorized 3rd party Service providers, PAR Dealers and PAR International office, and beyond.
Develop support procedures and methodology on specific hardware and software; review and analyze support history and records to identify chronic problems or application deviations in a detailed manner as well as provide feedback to improve PAR products performance in customer sites.
Maintain ISO 9000 compliant practicesBuild, foster, and work in a strong team environment focused on continuous improvement and customer satisfaction.
What We're Looking For
Minimum 1+ year of experience in Point of Sale troubleshooting required
Knowledge on a wide variety of POS products
Effective customer service skills
Ability to deliver on-the-job training and assistance to more junior colleagues
Proficient in troubleshooting, problem solving, and root cause analysis of system defects.
Proficiency in database and configuration management
Exceptional interpersonal written and oral communication skills
Multi-customer management and prioritization
Ability to build and maintain interdepartmental relationships with all employees.
Conflict management and resolution skills
Detail-oriented, reliable, and able to work equally well autonomously and with teams
Curiosity about system functionality and limitations.
The hourly rate range for this position is $24.50-$26/hour USD (US) commensurate with work location, experience, skills, certifications, education, and prior accomplishments.
PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact
If you'd like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.
PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
If you'd like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.
Minimum Salary:
Maximum Salary:
Salary Unit:
Yearly
