Technical Support Agent- Overnight

Title: Technical Support Agent- OVERNIGHT (Remote)

Location: Remote – United States

Hi there! We’re PAR and our purpose is:

To deliver solutions that connect people to the restaurants, meals and moments they love.

We take that responsibility very seriously. As a leading provider of technology to the top restaurant brands in the world we’re calling all rebels, instigators, idealists and builders to join our constantly growing team!

PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These solutions are used to serve tens of millions of guests every day in over 120 countries.

Our mission is to build the number one restaurant technology company in the world and we’re off to great start.

We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet!

Position Description

Our Tech Support team is looking for a career-driven individual who likes a fast-paced support role. This is an entry level position with a lot of room for growth and upward mobility. We promote from within, so this is a chance to get in on the ground floor and work your way up. If you like working with computers, customer service and a fast-paced work environment, please apply!

Shifts:

Friday-Tuesday 10:30PM-7:00AM (overnight)

Why We Need You

• Provide first level problem solving for Point of Sale hardware and software and other PAR products, including, but not limited to, operational and technical problems
• Utilize service management systems gathering and maintaining service incident data
• Contribute to the KCS knowledge management system and adhere to and continually review published escalation and workflow procedures based on ISO 9000, and departmental written workflow procedures
• Ability to work a variety of shifts, including weekends, holidays, and overtime as requested, perform to defined standards, carry out special work assignments, and meet all conditions of employment
• Work in a team environment participating as a team member, focusing on continuous improvement and total customer satisfaction, building a relationship with our customers
• Perform customer service administrative task as assigned and understand customer database and processing customer part requests
• Work within KCS environment, required testing to reach preferred status as requested
• Decisions are limited and routine for which clearly defined procedures are documented
• Must display genuine concern and ownership for customers’ situations
• Exercise sound judgement and analytical skills in determining a resolution to problems
• Provide and obtain general information which is technical in nature
• Work with moderate supervision
• Additional contacts are PAR and third-party service management and field engineers

What We’re Looking For

• A minimum of one-year Customer Service experience. Helpdesk experience preferred.
• Call Center experience a plus.
• Problem solving, communication skills, typing, and basic Windows computer knowledge is required.
• Networking experience is desired.
• Reliable internet required with Broadband or fiber.
• Ability to work at a secondary location in case of ISP outage.
• AAS degree in electronics technology, computer science, or its equivalent is a plus.
• A+ certification and Microsoft certifications are also a plus

Pay rate:

The hourly rate for this position is $19 USD per hour commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.

*The Interview Process will include a technical assessment of the below foundational hardware and software troubleshooting skills/knowledge required for the role:

• Hardware- basic troubleshooting of hardware and interfacing components
• Networking- Hardware and IP addresses
• Windows- Event Viewer, Command Prompt