Technical Specialist - Guest Engagement (Remote)

    
Posted at Feb, 04, 2021
Company
Olo
Type
Full-time work

Languages

English

Locations

USA
Apply now

Vacancy

Olo is seeking a top performer to join the Customer Success Team as a Technical Specialist. The Technical Specialist has a specific focus on implementation and continued support of our guest engagement solutions — tools our customers use to drive sales on Olo and incentivize customers to return.

The Technical Specialist plays a crucial role within Olo’s Customer Success Team by working directly with our customers to provide expert-level support and customer success. A successful Technical Specialist will work with our customers to understand their unique goals and business processes, providing in-depth knowledge to help our clients, and Olo, evolve.

Experience

  • An avid interest in the restaurant technology industry.

  • 2-4 years experience managing customer relationships or relevant project management work. 

  • Passion for creating an excellent customer experience and a strong interest in advocating for customers.

  • Understanding of project management and experience leveraging internal resources and external stakeholders to execute against deadlines.

  • Outstanding ability to clearly and tactfully articulate problems and resolutions.

  • Ability to work independently when needed, as well as collaborate across multiple teams.

  • Able to solve problems by utilizing available tools and resources.

  • Able and eager to work in a fast-paced environment.

  • Able to work with detailed procedures and program guidelines.

  • A self-motivated quick learner.

  • Great attention to detail.

  • Legally able to work in the United States.

Nice to Have

  • Experience using CRM tools such as Salesforce.com.

  • Experience using tools such as Zendesk and Jira. 

  • Excel knowledge to easily manage vast amounts of data.

  • Experience or interest in loyalty and rewards programs or similar tools used by companies to drive sales and incentivize customers to return.

  • Understanding and/or experience of the ecommerce sector.

Responsibilities

  • Act as a knowledge expert for the onboarding and management of Olo’s loyalty and coupon integrations for both the internal team and customers.

  • Actively manage and prioritize multiple projects with competing timelines and varying processes. 

  • Communicate effectively with internal and external parties to facilitate project implementations and troubleshooting. 

  • Collaborate with integration partners to configure and maintain testing environments for new project implementations.

  • Provide ongoing support to customers as they adopt, use and manage Olo products by responding to customer tickets escalated by the Support Team via Zendesk or other communication platforms.

  • Use analytical skills to understand Olo's existing and developing product offerings, and make meaningful suggestions that align with our customers’ dynamic business and technology needs.

  • Work closely with the Product team to advocate for new feature requests and ensure customer feedback is incorporated into product roadmap planning.

  • Work closely with the Guest Engagement and Developer Support teams to manage the full lifecycle of customer projects.

  • Liaise with the customer, internal departments, and partners to provide clear and accurate program guidance for customers.

  • Report bugs and work to resolve customer issues as soon as possible.

  • Execute customer-facing webinars to provide training and communicate product enhancements.

  • Work with the Specialist team to create, update and maintain project templates. 

  • Investigate complicated technical concepts to gain product knowledge.

  • Provide feedback and help define internal processes and best practices to continually improve the customer experience through continued iteration of internal and external documentation.

  • Serve as a point of contact for our customers’ third party Loyalty partners, and collaborate effectively with those partners.

What's Important to Olo

  • Our families come first. We know they make us who we are and they are who we live and work for every day. 

  • Olo is our extended family. We’re in this together, fighting for one another. We’re happy to be here. We will not let one another down. 

  • We learn from and fight through setbacks. We recognize and help one another with direct feedback. 

  • We care about you. We offer 20 days of paid time off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan.

  • We value diversity. At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed to doing our part to move the needle. 

COVID-19 Impact

Olo is committed to the well-being of candidates, employees and our community. The  Olo NYC Headquarters will be closed for the foreseeable future because of the global outbreak of COVID-19. While an in-person interview is typical for many roles at Olo, we will conduct interviews via video conferencing while our HQ is closed. Olo benefits from the fact that over half of our workforce is remote, therefore we are accustomed to conducting interviews via video conferencing and we anticipate no impact on our recruiting timelines. We encourage candidates to share any concerns or questions with Olo’s recruiting team.

About Olo

Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand’s own website or app, third party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform for over 400 brands, such as Applebee’s, Checkers & Rally’s, Cheesecake Factory, Chili’s, Dairy Queen, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Portillo’s Hot Dogs, Shake Shack, sweetgreen, Wingstop, and more. Learn more at www.olo.com.

Olo's headquarters is located on the 82nd floor of One World Trade Center.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). 

Support

Technical Specialist - Guest Engagement (Remote)

    

Vacancy

Olo is seeking a top performer to join the Customer Success Team as a Technical Specialist. The Technical Specialist has a specific focus on implementation and continued support of our guest engagement solutions — tools our customers use to drive sales on Olo and incentivize customers to return.

The Technical Specialist plays a crucial role within Olo’s Customer Success Team by working directly with our customers to provide expert-level support and customer success. A successful Technical Specialist will work with our customers to understand their unique goals and business processes, providing in-depth knowledge to help our clients, and Olo, evolve.

Experience

  • An avid interest in the restaurant technology industry.

  • 2-4 years experience managing customer relationships or relevant project management work. 

  • Passion for creating an excellent customer experience and a strong interest in advocating for customers.

  • Understanding of project management and experience leveraging internal resources and external stakeholders to execute against deadlines.

  • Outstanding ability to clearly and tactfully articulate problems and resolutions.

  • Ability to work independently when needed, as well as collaborate across multiple teams.

  • Able to solve problems by utilizing available tools and resources.

  • Able and eager to work in a fast-paced environment.

  • Able to work with detailed procedures and program guidelines.

  • A self-motivated quick learner.

  • Great attention to detail.

  • Legally able to work in the United States.

Nice to Have

  • Experience using CRM tools such as Salesforce.com.

  • Experience using tools such as Zendesk and Jira. 

  • Excel knowledge to easily manage vast amounts of data.

  • Experience or interest in loyalty and rewards programs or similar tools used by companies to drive sales and incentivize customers to return.

  • Understanding and/or experience of the ecommerce sector.

Responsibilities

  • Act as a knowledge expert for the onboarding and management of Olo’s loyalty and coupon integrations for both the internal team and customers.

  • Actively manage and prioritize multiple projects with competing timelines and varying processes. 

  • Communicate effectively with internal and external parties to facilitate project implementations and troubleshooting. 

  • Collaborate with integration partners to configure and maintain testing environments for new project implementations.

  • Provide ongoing support to customers as they adopt, use and manage Olo products by responding to customer tickets escalated by the Support Team via Zendesk or other communication platforms.

  • Use analytical skills to understand Olo's existing and developing product offerings, and make meaningful suggestions that align with our customers’ dynamic business and technology needs.

  • Work closely with the Product team to advocate for new feature requests and ensure customer feedback is incorporated into product roadmap planning.

  • Work closely with the Guest Engagement and Developer Support teams to manage the full lifecycle of customer projects.

  • Liaise with the customer, internal departments, and partners to provide clear and accurate program guidance for customers.

  • Report bugs and work to resolve customer issues as soon as possible.

  • Execute customer-facing webinars to provide training and communicate product enhancements.

  • Work with the Specialist team to create, update and maintain project templates. 

  • Investigate complicated technical concepts to gain product knowledge.

  • Provide feedback and help define internal processes and best practices to continually improve the customer experience through continued iteration of internal and external documentation.

  • Serve as a point of contact for our customers’ third party Loyalty partners, and collaborate effectively with those partners.

What's Important to Olo

  • Our families come first. We know they make us who we are and they are who we live and work for every day. 

  • Olo is our extended family. We’re in this together, fighting for one another. We’re happy to be here. We will not let one another down. 

  • We learn from and fight through setbacks. We recognize and help one another with direct feedback. 

  • We care about you. We offer 20 days of paid time off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan.

  • We value diversity. At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed to doing our part to move the needle. 

COVID-19 Impact

Olo is committed to the well-being of candidates, employees and our community. The  Olo NYC Headquarters will be closed for the foreseeable future because of the global outbreak of COVID-19. While an in-person interview is typical for many roles at Olo, we will conduct interviews via video conferencing while our HQ is closed. Olo benefits from the fact that over half of our workforce is remote, therefore we are accustomed to conducting interviews via video conferencing and we anticipate no impact on our recruiting timelines. We encourage candidates to share any concerns or questions with Olo’s recruiting team.

About Olo

Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points – from a brand’s own website or app, third party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform for over 400 brands, such as Applebee’s, Checkers & Rally’s, Cheesecake Factory, Chili’s, Dairy Queen, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Portillo’s Hot Dogs, Shake Shack, sweetgreen, Wingstop, and more. Learn more at www.olo.com.

Olo's headquarters is located on the 82nd floor of One World Trade Center.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). 

Support
Posted at Feb, 04, 2021
Company
Olo
Type
Full-time work

Languages

English

Locations

USA
Apply now
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