Technical Support Specialist

PAR Technology; Village of New Hartford (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

PAR Technology is seeking a Technical Support Specialist to provide advanced technical support to channel partners and customer teams. This role involves troubleshooting complex issues, managing database configurations, and ensuring data integrity. Ideal candidates will have 2-5 years of experience in the POS field, strong problem-solving skills, and a commitment to customer satisfaction.

Qualifications

• 2-5 years of service in POS related field or equivalent experience.
• Extensive knowledge of POS products and database management.
• Ability to manage multiple customer issues simultaneously.

Responsibilities

• Provide advanced technical support to PAR channel partners.
• Coordinate with teams on impactful issues and implement resolutions.
• Resolve database synchronous errors and ensure data integrity.

Skills

Troubleshooting

Problem-solving

Interpersonal skills

Communication skills

Conflict management

Detail-oriented

Education

AAS degree in electronics technology or computer science

Tools

DataDog

Job description

Join to apply for the Technical Support Specialist role at PAR Technology.

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

As a Technical Support Specialist, you will provide advanced level technical support to PAR channel partners and brand-level customer support teams for all PAR products. You will coordinate with multi-functional teams both internally and externally on highly impactful issues to gather information and implement resolutions. Your role will involve engaging with partner and brand-level customer resources to communicate workarounds to complex issues affecting business, resolving database synchronous errors, and ensuring data integrity through database replication tools. Additionally, you will provide guidance with menu and database configurations to ensure best practices and database integrity.

Position Location: US-Remote

Reports To: Sr. Manager, Technical Support/ Technical Support Team Lead II

What We’re Looking For

• 2-5 years of service in POS related field, or equivalent experience.
• AAS degree in electronics technology, computer science, or military equivalent is a plus.
• Extensive knowledge of a wide variety of POS products, effective customer and departmental interface skills, and the ability to deliver on-the-job training and assistance.
• Proficiency in database and configuration management.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Exceptional interpersonal, written, and oral communication skills.
• Ability to manage multiple customer issues simultaneously.
• Ability to build and maintain interdepartmental relationships.
• Conflict management skills to navigate tough situations and support leadership decisions.
• Detail-oriented, reliable, and capable of working independently or in a team.
• Curiosity to learn system functionalities and limitations.

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

• Provide advanced technical support to PAR channel partners and customer support teams.
• Coordinate with teams on impactful issues to gather information and implement resolutions.
• Communicate workarounds for complex issues affecting business.
• Resolve database synchronous errors and ensure data integrity via replication tools.
• Guide menu and database configurations to maintain best practices.
• Identify and analyze software and hardware inconsistencies, providing root cause analysis.
• Use DataDog and software logs to validate abnormalities and coordinate incident responses.
• Support PAR Field Service Technicians, authorized service providers, and other support entities.
• Develop support procedures, review support records, and provide feedback for product improvement.
• Maintain service incident data and adhere to escalation procedures based on ISO 9000.
• Work collaboratively in a team focused on continuous improvement and customer satisfaction.

Interview Process

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

The salary range for this position is $24.50/hour, commensurate with experience and location. Additional compensation may include bonuses, commissions, or equity.

PAR is an equal opportunity employer. Reasonable accommodations are available for applicants with disabilities. Contact [e-mail] for assistance.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Software Development