Jobs
>
New Hartford

    Manager, Technical Support - New Hartford, United States - PARTech

    PARTech
    PARTech New Hartford, United States

    3 weeks ago

    Default job background
    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.

    Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These solutions are used to serve tens of millions of guests every day in over 120 countries.


    Our mission is to build the number one restaurant technology company in the world and we're off to great start.

    We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us If it sounds like you belong here, we should meet


    The Technical Support Manager leads a team of Technical Support Agents who care for PAR's customers, serving as the first level of support for our Customer Support team.

    This person must be creative, ambitious, and eager to be part of growing the company. Must be able to collaborate with other departments to escalate and resolve issues that arise.

    This individual can build a great team by identifying talented support technicians inspiring them to grow personally and professionally and perfect them to empathize with the customer and do what it takes to deliver support that exceeds expectations.

    This individual will also build metrics that identify customer satisfaction, technician performance, and overall service delivery performance.

    This role will be based in Miami, Florida, working remotely, and onsite at a critical customer's office occasionally.

    The shift for this position is Tuesday - Saturday, 10 AM - 7:30 PM EST.

    Job Responsibilities

    Attract, hire, train, and motivate technical support agents to perform at their highest potential
    Assist in developing on-going training/support for the technical teams. Provide training to the team as changes are made and implemented
    Organize and oversee the schedule for support staff and team leads, holding employees accountable to that schedule
    Create an environment that promotes curiosity, continuous improvement, and fun creativity.
    Lead by example in setting a high bar in delivering customer service and company values

    Continually assess performance, develop improvement plans, and implement solutions to drive continuous improvement ensuring support agents have the resources, cross-functional relationships, and processes necessary to ensure success and sustained performance.

    To be done through regularly scheduled 1 on 1's and other meetings
    Provide constructive and timely performance evaluations per PAR processes
    Plans, directs and controls the development and assigning of work among team, providing support and direction
    Manage Team Lead's in collaboration with the other L1 Managers in following workflow processes, driving accountability with the frontline support reps, and effective escalation resolution
    Handle issues affecting our customers as a main point of contact on customer escalations.
    Work to train and develop Team Leads, preparing them for career development within a manager role
    Work to prepare staff for career development and advancement
    Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences
    Drive KCS/Right Answers methodologies through support center, supporting KCS commitments and duties as assigned
    Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
    Constantly seek improvements that increase proactive support while reducing reactionary activities

    Work closely with technical support agents and engineers and any other departments needed to identify and resolve technical issues through problem solving and coaching.

    Works closely with assigned Concepts/Brands during on-boarding and setup of their business. Maintain relationships as needed to ensure quality support is provided
    Attend Concept/Brand meetings as needed to report KPI's/SLA's as requested.
    Design and implement Technical Support processes for the team

    Qualifications

    Minimum 2+ years' management experience, leading teams and growing world class customer support operations
    Minimum 2+ years working in a call center environment with baseline goals/KPI's
    B ilingual preferred; English & Spanish fluency a PLUS
    Must be able to work this shift: Tuesday - Saturday 10 AM - 7:30 PM EST.
    Demonstrated track record of providing world-class technical support for a SaaS platform is highly preferred
    Customer-driven mindset - you are a tireless advocate for customers
    Can effectively prioritize and escalate customer issues and drive rapid resolution with a focus on customer experience
    Can balance customer needs against PAR goals and processes, while utilizing data
    Ability to influence and build successful working relationships with a diverse set of customers
    Excellent written/verbal communication and presentation skills
    Proven capability of successful delivery of support metrics, KPI development/monitoring, and reporting out to leadership team
    CompTIA A+ certification is a plus
    KCS knowledge and understanding a plus
    AA degree a plus
    Strong analytical and problem-solving skills

    Who We Are

    At PAR, we believe we will win or lose, through the culture we build.

    Our culture is built on 4 values.

    Speed - we are the kind of people who do not wait for the elevator
    Ownership - we want owners, not renters
    Focus - success is built from focusing on what matters most
    Winning Together - for PAR to win, we need our customers, our employees, our suppliers, our shareholders, and our community to succeed


    The base salary range for this position is $70K-$75K USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

    The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.


    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.

    We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws.

    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.

    We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws.

    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
  • PARTech

    Technical Support Specialist

    4 weeks ago

    PARTech New Hartford, United States

    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, ...

  • PARTech

    Manager, Technical Support

    3 weeks ago

    PARTech New Hartford, United States

    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 rebel ...

  • PARTech

    Technical Support Agent

    1 week ago

    PARTech New Hartford, United States

    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, ...

  • PARTech

    Technical Support Agent

    1 week ago

    PARTech New Hartford, United States

    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, ...

  • PARTech

    Payment Technical Support Specialist

    6 days ago

    PARTech New Hartford, United States

    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, ...

  • Cascade Innovations

    Technologist (m/f/d) Mechanical Production

    1 week ago

    Cascade Innovations Oneida, United States

    Oneida - Everything taken care of - Career included · As a world leader, the GEMÜ Group develops, produces, and sells valve, measurement, and control systems. Our customers include globally leading companies in the pharmaceutical and food industries, as well as industrial water t ...

  • Quantum Ventures

    System Engineer F124 Fire Control

    1 week ago

    Quantum Ventures Old Fort, United States

    Ref. No.: R0201979 · Your Mission · As a systems engineer (m/f/d) at the Kiel location, you will support your future colleagues in the development and further development of individual components or entire systems in the naval defense environment, specifically in the area of Comb ...

  • Nexus Dynamics

    Construction Site Manager

    1 week ago

    Nexus Dynamics Oneida, United States

    We are planting. Premium partner of the process industry. We support our clients in projects, in close-to-plant planning, and in technical consulting. Our tasks are demanding, and our range of services and industries is broad: from idea to commissioning and beyond. That's why we ...

  • Titan Technologies

    IT Support Engineer

    1 week ago

    Titan Technologies Utica, United States

    Part Time (Teilzeitarbeit) at Utica · At Amazon, we believe that every day is Day One. A day to take the first step. A day to face new challenges. And today could be the day you become part of a big idea. A day to bring your own ideas to life. Join a company that reinvents itself ...

  • NebulaTech

    Internship for Vehicle Inspection

    1 week ago

    NebulaTech Utica, United States InternshipSHIP

    Internship Automotive Vehicle Inspection · Utica · Full-time | DEKRA Automotive GmbH | DE · Start: by individual agreement | Duration: at least 6 months · Tasks · During the internship, you will (m/f/d) get to know the different areas of an inspection center and support us activ ...

  • Infinity Systems

    Automotive Master

    1 week ago

    Infinity Systems Utica, United States

    EUROMASTER is a 100% subsidiary of the Michelin Group, one of the most successful European companies in the world. We are the market leader in tire and car services and strive for high quality and safety in our daily work and products. Take the opportunity and apply in Berlin-Tem ...

  • Sapphire Solutions

    IT expert for card payments

    1 week ago

    Sapphire Solutions Utica, United States

    The Schwarz IT department is responsible for managing the entire digital infrastructure and all software solutions for companies within the Schwarz Group. This includes selecting, providing, operating, and continuously developing IT infrastructures, platforms, and business applic ...

  • Rubrik

    Customer Support Manager, Technical Support

    2 weeks ago

    Rubrik Morrisville, United States

    **Customer Support Manager, Technical Support (Shift: 9am-6pm ET)** · Morrisville, NC Office **Job Summary** · Role: Customer Support Manager, Technical Support · The Customer Support Manager is responsible for all aspects of customer post-sales support to our customers and pa ...

  • Rubrik

    Customer Support Manager, Technical Support

    2 weeks ago

    Rubrik Morrisville, United States

    **Customer Support Manager, Technical Support** · Morrisville, NC Office **Job Summary** · Role: Customer Support Manager, Technical Support · The Customer Support Manager is responsible for all aspects of customer post-sales support to our customers and partners. As a Support ...

  • BHE GT&S

    Compressor Station Operator

    1 week ago

    BHE GT&S New Hartford, United States

    · BHE GT&S · JOB DESCRIPTION · BHE GT&S has an exciting career opportunity as a Compressor Station Operator at our Utica Station in New Hartford, NY · RESPONSIBILITIESInspect engines and compressors and auxiliary equipment. · Check water and oil levels and temperatures, engine, ...

  • PARTech

    Point of Sale

    2 weeks ago

    PARTech New Hartford, United States

    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, ...

  • Zobility

    Mechanical Design Manager

    3 weeks ago

    Zobility Utica, United States

    Job description: Ensure meticulous planning and control of the design process by organizational system requirements. Conduct thorough reviews to assess the completeness and accuracy of designs. Provide invaluable engineering support, including adept resolution of technical issue ...

  • Mohawk Valley Health System

    LPN - Barton East - Part Time - Evenings

    3 weeks ago

    Mohawk Valley Health System UTICA, United States Part time

    Job SummaryThe Licensed Practical Nurse provides general nursing care to patients, families and caregivers in the Medical Group practices. The Licensed Practical Nurse assists and advocates for the patient and families health in support of the patient centered approach and delive ...

  • Arcfield

    Model Based System Engineer

    3 weeks ago

    Arcfield Utica, United States

    Overview · Arcfield is a leading provider of full lifecycle, mission-focused systems engineering and integration capabilities to the U.S. government and its allies. The company has more than 60 years of proven experience providing advanced engineering and analysis, IT and C5ISR c ...

  • Mohawk Valley Health System

    Specialty RN

    1 week ago

    Mohawk Valley Health System Deerfield, United States Full time

    Job Summary · Provides direct and indirect patient care in the office setting to patients, families and caregivers in the Medical Group practice. Uses the nursing process consistent with acceptable standards of the profession and MVHS Medical Group. Provides high quality patient ...