Technical Support Specialist

3 weeks ago

Austin, United States PAR Full time

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

**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.
- Coordinate with multi-functional teams both internally and externally on highly impactful issues to gather information and implement resolutions
- 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.
- Maintain ISO 9000 compliant practices
- Build, 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.

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

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