IT Support Specialist - $19 - $23 per hour

Help Desk is a challenging job, but it’s worth it when you help a customer solve the problem and save the day

You’ll be the first point of contact for clients when there’s a problem and the person they look to for a solution. This is unscripted, true troubleshooting. Concierge service, not a call center. You’ll become a master of 25+ technologies and apply them in different situations in our customers’ restaurants. As critical member of a collaborative team, you will encourage team mates, learn and problem solve together, fuel training to directly support over 2000 customers. The most important qualification is exceptional, passionate, motivated customer service. A quick second would be meticulous follow-up to ensure customer issues are fully resolved. 

On a typically day you’ll: 

• Respond to customer issues received via phone and email 
• Process orders for routine purchases
• Assist on critical system down issues 
• Help customers navigate the service process depending on their needs and the issue
• Monitor ongoing issues to make sure nothing falls through the cracks and everything gets fully resolved
• Customize and update customer menus

After one year you’ll know you’re successful if you: 

• Independently resolve 75% of customer issues quickly and thoroughly without escalation
• Have customers who are raving fans about how you respond to their problems and the level of service you provide
• Produce training and ongoing education for teammates on new technologies
• Are a subject matter expert of specific technologies

Qualifications:

• The most important qualification is exceptional, passionate, motivated customer service
• A quick second would be meticulous follow-up to ensure customer issues are fully resolved
• Ability to communicate clearly over the phone to individuals with varying levels of technical expertise
• Troubleshooting and technical problem solving
• Have technical aptitude to learn a large variety of technologies
• You can adapt and shift quickly between projects and priorities 
• You’ve worked in a Quick Service Restaurant or had hands-on experience with a POS system to empathize with our customers

What makes us different:

Our Solutions Center truly provides SOLUTIONS. This is unscripted, true troubleshooting on a large variety of technologies. Each Technician learns all the technologies so they can handle a call on any topic. We provide concierge support to managers and workers at Quick Service Restaurants who have varying levels of technical skill. Our clients nationwide have equipment ranging from legacy to cutting edge in unique configurations. Every call is an adventure.

At RSS, we provide a single source for the technology needed to run a restaurant. We serve as the partner to create the integrated technology solutions and provide the support necessary to keep everything running smoothly.

Benefits:

• Medical insurance (we offer a choice of 3 different medical plans)
• Dental insurance
• Vision insurance
• 401k with employer match
• Up to 21 days off in the first full year
• Remote work option 1 day per week after proven proficiency 
• Company provided Life Insurance, Short term disability and Long term disability insurance

Even if you do not have all the experience or qualifications listed, we would encourage you to apply. We offer training on all systems that we support and look for individuals with technical aptitude and exceptional customer service. 

We are interested in all qualified candidates who are eligible to work in the United States but at this time we are not able to sponsor work visas.