Technical support agent

Full job description

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!

Location: Remote, Unites States

Position Description

Our remote Call Center 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!

Why We Need You

• Provide first level problem solving for Point of Sale (POS) hardware and software and other PAR products, including, but not limited to, operational and technical problems
• Utilize service management systems for 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, and 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

Required:

• 1 year of Customer Service experience minimum .
• Strong Problem solving skills, communication skills and typing skills
• Experience troubleshooting hardware and interfacing components
• Experience troubleshooting networking- hardware and IP
• Experience troubleshooting Windows- event viewer and command prompt
• Highly reliable internet required with Broadband or fiber

Preferred

• Call Center experience is highly preferred. If it's Technical Support or Helpdesk specific; your application will stand out.
• 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 preferred.
• Networking+ certification is another major plus.
• Bilingual Spanish speakers a PLUS

Who We Are

At PAR, we believe we will win or lose, through the culture we build.

Our culture is built on 4 values.

• Speed – we are the kind of people who do not wait for the elevator
• Ownership – we want owners, not renters
• Focus – success is built from focusing on what matters most
• Winning Together – for PAR to win, we need our customers, our employees, our suppliers, our shareholders, and our community to succeed

We believe by committing to these values (and more) we can build a cultural moat that, combined with our products, will create years of long-term success.

Shift Options

Overnight shifts:

• Mon-Fri 11pm – 7:30pm EST

• Sun-Thurs 11pm – 7:30pm EST

• Mon-Fri 9pm – 5:30am EST

Day Shifts:

• Mon-Fri 6am – 2:30pm EST

• Sun-Thurs 2pm – 10:30pm EST

• Mon-Fri 7am – 3:30pm EST

• Mon-Fri 2pm – 10:30pm EST

Pay rate:

The hourly rate for this position is $19-21 USD per hour (plus overnight shift differential) 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.

Interview Process

• The Interview Process will include a live 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

Onboarding & Training

FYI The required training will be the first 2 weeks of employment with a training class held Monday-Friday 8:00am-4:30pm EST. After the training period, designated shift will apply.

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