Technical Support Specialist (Point of Sale)

Who We Are

HungerRush is a leading provider of integrated restaurant technology solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering (including AI-powered text and talk ordering), delivery management, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at ;br>
Position Summary

Provide technical support for HungerRush Point of Sale systems in the restaurant industry, ensuring the stable operation of customer hardware and software. This includes troubleshooting, configuring, maintaining, supporting, and optimizing all HungerRush Point of Sale products, PC hardware, software, and communication links. This job requires a technical understanding of IT, an appreciation of the food industry, and strong customer service skills. You will serve as a frontline resource for restaurant operators who depend on their POS to run their business where downtime is lost revenue, and urgency matters.

Essential Responsibilities and Duties

• This is a remote work position that will require a quiet workspace and a reliable high speed internet connection:
• Provide technical support via phone, handling a high volume of inbound cases across a range of complexity
• Identify, analyze, and resolve hardware and software issues efficiently and thoroughly
• Work customer cases efficiently with the goal of optimizing and improving customer satisfaction
• Document all case activity accurately in the ticketing system, keeping tickets updated through resolution
• Recognize when an issue requires escalation and hand off with full context
• Ensure customers' issues are dealt with in a timely fashion and that customer satisfaction is maintained
• Maintain availability during scheduled shifts to ensure quick response times
• Work cross-functionally with other departments to drive timely resolutions
• Follow established SOPs and contribute to their improvement over time

Education:

• Minimum - High school diploma (or Equivalent)
• Preferred - Associates Degree (or higher)

Experience:

• 1-3 years of experience in computer technology
• Technical certifications (examples: Net+, CompTIA A+ or an AAS degree or equivalent)
• Minimum 1 year of technical help desk or call center environment experience preferred
• Previous experience in the hospitality or restaurant industry preferred
• Familiarity with POS equipment preferred
• Bilingual Speaker (preferable)

What You Need For This Position:

• Be flexible with working schedules, including nights, weekends and holidays
• Possess strong verbal and written communication skills in the English language
• Have strong interpersonal skills, problem solving skills, and negotiating skills
• Ability to communicate technical solutions clearly to non-technical callers, including kitchen staff, shift managers, and business owners who need problems solved fast, not explained in jargon
• Patience and composure when supporting customers in high-pressure, high-volume restaurant environments
• Think analytically and work in a fast-paced environment
• Solid understanding of Point of Sale systems - how they work, why restaurants rely on them, and how downtime directly impacts a restaurant's ability to operate
• Be organized and have strong time management skills
• Be able to technically troubleshoot and reverse engineer
  • Windows
  • Networking

Additional Details

This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position.

Disclaimer: This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.

HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.