Junior Restaurant Technology Support Specialist
Remote
Part Time to Full Time
Experienced
Junior Restaurant Technology Support Specialist
About Science On Call: Science On Call is the tech support platform for restaurants. We are a fast-growing, venture-backed startup that has recently graduated from the Techstars Farm to Fork and Food Foundry accelerator programs. We are transforming remote tech support by combining AI-powered problem solving with a hospitality-driven approach to customer service. This allows the 200+ restaurants we support from coast to coast to focus on delivering great food and exceptional guest experiences without the hassle of technology issues.
Position Overview: As a Junior Restaurant Technology Support Specialist, you will be an essential part of our support team, working to triage support tickets, organize tasks, and assist in various essential operations. You will be handling requests like 86 orders, pausing online orders, and working closely with our networking lead. This is a full-time position with working hours from Thursday through Monday, 10 AM to 7 PM.
Key Responsibilities:
About Science On Call: Science On Call is the tech support platform for restaurants. We are a fast-growing, venture-backed startup that has recently graduated from the Techstars Farm to Fork and Food Foundry accelerator programs. We are transforming remote tech support by combining AI-powered problem solving with a hospitality-driven approach to customer service. This allows the 200+ restaurants we support from coast to coast to focus on delivering great food and exceptional guest experiences without the hassle of technology issues.
Position Overview: As a Junior Restaurant Technology Support Specialist, you will be an essential part of our support team, working to triage support tickets, organize tasks, and assist in various essential operations. You will be handling requests like 86 orders, pausing online orders, and working closely with our networking lead. This is a full-time position with working hours from Thursday through Monday, 10 AM to 7 PM.
Key Responsibilities:
- Ticket Management: Triage desk tickets, ensuring they are categorized correctly and addressed promptly.
- Task Execution: Perform tasks such as handling 86 requests and pausing online orders to support our restaurant clients.
- Networking Support: Collaborate closely with our networking lead to resolve issues related to internet connectivity, networking, and other IT challenges.
- Customer Interaction: Serve as a confident, friendly, and empathetic point of contact for support calls, chats, texts, and emails managed within our ticketing system.
- Problem Solving: Troubleshoot and solve restaurant technology challenges, particularly focusing on point-of-sale systems and networking issues.
- Documentation: Leverage our proprietary systems to document solutions and contribute to our knowledge base content where opportunities arise.
- Escalation Management: Triage and escalate issues to 3rd party vendors when necessary.
- A decisive problem-solver with strong judgment, reading comprehension, and critical thinking skills.
- Detail-oriented, organized, and capable of multitasking in a fast-paced environment.
- A patient communicator who can articulate solutions clearly across multiple channels (written and verbal).
- A team player who is eager to learn and teach, with a collaborative mindset.
- Comfortable using customer support ticketing platforms (such as Zendesk) and managing multiple streams of work to completion.
- Familiarity with restaurant POS systems, online ordering platforms, and networking equipment.
- A passion for hospitality and the restaurant industry is a major plus.
- High school diploma, GED, or equivalent required.
- Prior experience in information technology with at least 3 years of experience in networking.
- Familiarity with restaurant and point-of-sale software is a plus.
- Proven experience as a help desk technician or in a customer support role.
- Schedule: Thursday through Monday, 10 AM to 7 PM.
- We offer a people-first environment that believes in creating meaningful opportunities for our employees.
- Join a team with big heart and big aspirations, with the chance to shape the culture and direction of our dynamic startup.
- Competitive pay with an ever-growing list of benefits and perks, including health insurance, paid time off, a coffee subscription, and meal reimbursements.
- We are committed to diversity, equity, inclusion, and social justice as part of our company DNA.
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