Senior Technical Implementation Specialist, Olo

• 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

Desirable

• You will play a crucial role within Olo's Customer Experience Team by working directly with our customers to provide expert-level support for Olo's POS integrations for both new brands and existing ones and work to understand their unique goals and business processes
• You will also work with the Olo team providing expert POS and industry knowledge to help the evolution of the product offerings as they relate to POS systems and be an important contributor to our our team, providing technical and product knowledge expertise to clients, Deployment Managers, Technical Specialists, and Product Managers, along with our support and leadership teams
• 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