Senior Technical Implementation Specialist

Summary

Join Olo's Customer Experience Team as a POS Specialist and play a crucial role in providing expert support for Olo's POS integrations. You will work directly with customers, resolving technical inquiries and understanding their unique business processes. This position requires collaboration with internal teams to ensure holistic support and continuous product improvement. You will also contribute to product evolution by providing POS and industry expertise. Remote work is available across the U.S., or you can work from Olo's NYC headquarters. The role involves supporting the sales team and creating knowledge-base articles.

Requirements

• 7+ years of work experience, including 3+ years of experience in POS implementation or support roles
• Experience with troubleshooting and error resolution of the POS products that are integrated with Olo, Toast, Brink, Revel, and/or more
• Experience using API tools to communicate with POS API endpoints- our team uses Postman
• Working knowledge of POS logging and diagnostic files
• Experience training customer IT support staff and their subcontractors, and experience educating customers on operational best practices to increase program performance
• Restaurant Operations experience
• Outstanding ability to considerately explain problems and resolutions
• Project management skills, including communication of installation timelines directly to leadership and to your client
• The creativity and ability to provide feedback on internal processes and best practices to improve the customer experience
• A Bachelor's degree or equivalent education and work experience
• Up to 10% travel time

Responsibilities

• Be an expert on Olo's POS integrations and configure and implement Olo's integrated POS systems
• Work directly with our customers to resolve all technical inquiries related to Olo's POS integrated systems
• Identify and understand our customer's unique environment where Olo's products are implemented
• Provide responsive technical assistance by working with internal departments to resolve technology-related problems
• Partner with Deployment, Delivery, and Customer Experience Managers to ensure we're taking a holistic approach to ensure software, services, and processes support customer's needs
• Demonstrate a high capacity for delivering quality customer service
• Be a technical liaison to Olo's product and development teams to provide Olo POS integration insights that lead to ongoing product enhancements
• Report unexpected product behaviors to Olo's engineering teams and work with those teams to urgently resolve these issues
• Provide feedback and establish internal processes and best practices to improve the customer experience
• Support our sales team during the sales lifecycle to understand existing POS integrated systems, POS practices, SOPs, and program goals to empower brands we partner with to deploy the best program possible
• Write knowledge-base articles relevant to assigned POS integrations

Preferred Qualifications

• Previous experience with implementing POS integrated online ordering, especially if Olo was the solution!
• Experience in Specific POS systems (Toast, Revel, Brink)
• Ability to use API tools to communicate with POS API endpoints (Postman, etc.)

Benefits

• 20 days of paid time off
• 10 separate sick days
• 11 holidays, plus year-end closure
• Health, dental, and vision coverage for yourself and your family
• A 401k match
• Remote-office stipend
• Company equity
• A generous parental leave plan
• Volunteer time off
• Gift matching policy
• Remote work