Support Systems Administrator

Upserve; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading restaurant management platform is seeking a Support Systems Administrator to install and maintain systems critical to customer support. The ideal candidate has a degree in IT and strong troubleshooting skills, particularly with Salesforce. This role includes managing operational systems and ensuring effective issue resolution. Benefits include competitive compensation and comprehensive health coverage.

Benefits

Medical and dental insurance

Tax savings plans for retirement

Catered lunches

Generous parental leave

Qualifications

• Bachelor’s degree in a related field such as information technology.
• Experience troubleshooting technical issues.
• Strong knowledge of Salesforce Administration.

Responsibilities

• Isolate and troubleshoot issues in support systems.
• Maintain and monitor support operational systems.
• Provide end-user technical support and manage incident communication.

Skills

Exceptional communication skills

Troubleshooting experience

Salesforce Administration knowledge

Experience with APIs

Education

Bachelor’s degree in IT or related field

Tools

Salesforce

Vonage Contact Center

Job description

Upserve is the magic ingredient that helps restaurateurs thrive by putting everything they need in one place. We are a leading restaurant management platform with a cloud-based Point of Sale (POS) system, data and analytics, inventory management and payments processing for small to midsize restaurants. Thousands of restaurants use Upserve to manage relationships with more than 57 million active diners, process over $12 billion in annual sales, and to serve over 36 million meals per month.

The Support Systems Administrator is responsible for installing, operating, and maintaining hardware and software for the organization's Customer Support function. This includes maintaining existing systems, which involves installing new applications and hardware to keep the system current and working efficiently, while researching and implementing new opportunities for continuous improvement.

Day-to-day responsibilities include:

• Isolate, identify, and troubleshoot issues, and refer problems to management as necessary.
• Maintain, manage, and monitor all aspects of support operational systems including:
  • Support Ticketing System
  • Support Contact Center Application and Telephony Connections
  • Live Chat modules
  • Customer Knowledge Base Structure and Layout
  • Additional Support tooling as the business scales
• Inform internal and external audience of any outages (incident management/communication), provide end-user technical support, and maintain the knowledge base.

Requirements:

• Bachelor’s degree in a related field such as information technology, management information systems, computer science, or relevant experience.
• Exceptional communication skills and ability to build rapport with coworkers.
• Experience troubleshooting, reproducing, and documenting product issues.
• Strong knowledge of Salesforce Administration (Classic and Lightning).
• Experience with Vonage Contact Center (New Voice Media) a plus.
• Experience with Workforce Management and Omni-Channel tooling a plus.
• Experience working with APIs and Data Connectors a plus.

About Upserve:

Upserve is a leading restaurant management platform with a cloud-based Point of Sale (POS) system, data and analytics, inventory management and payments processing for small to midsize restaurants.

Benefits:

• We’ll invest in your career through internal learning and development resources and our partnership with Vista Equity Partners.
• We care about your well-being with a robust medical and dental insurance coverage plan, tax savings plans for retirement and dependent care, subsidized transportation costs, generous parental leave, and catered lunches/meal allowances.
• We offer competitive compensation packages and strive to equitably compensate our people.
• We’ve created an inclusive environment where everyone can thrive, with a diverse team and various D&I recruitment partnerships, intramural sports, quarterly engagement and feedback surveys, and more.

Upserve is proud to be an Equal Opportunity Employer, striving to have a team as diverse as the industry we serve. We partner with local organizations to improve access to the tech industry for underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.