Escalation & Support Technician, 9 AM - 7:30 PM EST, Sunday - Wednesday

PAR Technology; Toronto; Remote; CAD 80,000 - 90,000; Full time

Job summary

PAR Technology is seeking an Entry-level Support Technician who will be crucial in managing customer escalations and collaborating with internal teams. This remote role emphasizes a strong technical understanding of PAR products and efficient problem-solving. Candidates with relevant technical degrees and certifications are preferred, along with experience in a collaborative remote work environment.

Qualifications

• Minimum of 6 months in L1 Technical Support Agent or Team Lead role.
• Must meet schedule adherence and quality assurance metrics.
• Experience with diagnosing complex technical issues required.

Responsibilities

• Act as point of contact for escalations and internal requests.
• Support incoming calls and assist agents during high-volume periods.
• Author and maintain knowledge articles within the KCS database.

Skills

Problem-solving

Time-management

Technical understanding

Education

AAS degree in electronics technology or computer science

Tools

Microsoft certifications

A+ certification

Job description

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Description

This role partners with the support team, spearheading escalations, owning support documentation, handling overflow call volume, training, mentoring, and Slack consulting. This crucial role ensures PAR has a bridge between helpdesk offshore vendors, L2 Support, and both internal and external stakeholders.

The shift is 9 AM - 7:30 PM EST, Sunday - Wednesday.

Position Location:

Remote - US or Canada

Reports To

Technical Support, Team Lead II

Requirements

What We’re Looking For:

• Currently on an Operator Cloud Helpdesk team as an L1 Technical Support Agent or Team Lead (minimum of 6 months in the role)
• Must currently meet one or both of the following metrics:
• 90% Schedule Adherence
• 90% QA
• Internal applicants must be in good standing and free from any corrective action
• High-level technical understanding of PAR products and processes
• Proven ability to handle escalations requiring thorough documentation and customer communication
• Self-starter with strong problem-solving and time-management skills
• Ability to work effectively in a remote environment
• Collaborative and comfortable working with offshore teams and internal/external stakeholders
• Demonstrated expertise in diagnosing and resolving complex technical issues
• Embodies PAR values
  

Additional Skills

• AAS degree in electronics technology, computer science, or equivalent a plus
• A+ and Microsoft certifications a plus
• Restaurant experience a plus
  
  

Unleash your potential: What you will be doing and owning:

• Escalations: Act as point of contact for customer escalations and high-priority internal requests
• Slack Consulting: Assist L2 team with support in PAR POS Slack channels
• Call Handling: Support incoming calls and cases, and assist agents during high-volume periods
• Training: Participate as SME in training classes and update product documentation
• KCS: Author and maintain knowledge articles within the KCS database
• Support Readiness: Attend feature release meetings and document new functionality
• Internal Support: Assist with overflow software installation calls for internal teams
  
  

Interview Process

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Manager (via MS Teams)
  
  

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 [e-mail]. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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