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:
PAR is looking for a career-driven, customer-focused Technical Support Specialist to join our Call Center team. This role is ideal for individuals passionate about problem solving, technology, and providing top-tier customer support. With opportunities for growth and internal promotion, this is a chance to launch your career with a company that values innovation and development from within.
Position Location:
Remote (U.S. – based)
Reports To:
Technical Support Manager
What We’re Looking For:
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2-5 years of service in POS related field, or equivalent experience
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Must have extensive knowledge of a wide variety of POS products, highly effective customer and departmental interface skills, must possess the skills, ability, and initiative to deliver on-the-job training and assistance
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Proficiency in database and configuration management
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Proficient in troubleshooting, problem solving and root cause analysis of system defects
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Exceptional interpersonal, written, and oral communication skills when interacting with internal and external customers
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Solid typing skills and working knowledge of Windows OS
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Reliable broadband/fiber internet and access to a backup work location
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Networking experience a plus
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AAS degree in electronics technology, computer science, or military equivalent is a plus
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A+ or Microsoft certifications a plus
Additional skills:
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Passion for helping others resolve technical issues
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Ability to manage multiple customer issues at one time
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Ability to build and maintain interdepartmental relationships with all employees
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Conflict management skills: Must be able to work through tough situations, coming to agreements of compromise and/or supporting business decisions by leadership
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Must be detail oriented, reliable and able to work both in a team environment and alone with minimal direction and supervision
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Curious to learn about system functionality and limitations.
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Possess an understanding of and performs work related activities in accordance with and in support of the corporation Quality Policy
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Ability to work weekends, holidays, and overtime as needed
Unleash your potential: What you will be doing and owning:
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Provide advanced level technical support to PAR channel partners and brand-level customer support teams for all PAR products
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Provide live phone/slack support for inbound calls and/or warm transfers from other support teams
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Coordinate with multi-functional teams both internally and externally on highly impactful issues to gather information and implement resolutions
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Partner with internal teams to own escalated support tickets and cross-team efforts to address incoming contact volume
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Engage with partner and brand-level customer resources to communicate workarounds to complex issues affecting business
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Resolve database synchronous errors and ensure data integrity through database replication tools
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Guidance with menu and database configurations to ensure best practices and database integrity
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Identify and replicate software and hardware inconsistencies impacting customers and provide root cause analysis communications to applicable parties
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Utilize DataDog and software logs to validate abnormalities in coordinating incident response efforts for customers, including but not limited to PAR Brand Level customers, PAR Dealers and PAR Peer to Peer
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Provide generalized Technical Support for PAR Field Service Technicians, PAR Authorized 3rd party Service providers, PAR Dealers and PAR International office, PAR Peer to Peer/Self Support customers and PAR Helpdesk
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Develop support procedures and methodology on specific hardware and software; review and analyze support history and records to identify chronic problems or application deviations in a detailed manner as well as provide feedback to improve PAR products performance in customer sites
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Utilize service management system to gather and maintain service incident data and adhere to and continually review published escalation and workflow procedures based on ISO 9000
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Build foster and work in a strong team environment; participating as a team member 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 (via MS Teams)
Interview #3: Video interview with the Team (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 ** Redacted **. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor’s website.