Restaurant Tech Support Specialist

This is a fully remote position, open to applicants in Philippines, +5 more countries.

📋 Description

• Administer and resolve issues related to Toast POS terminals, kitchen display systems, receipt printers, handheld devices, payment terminals, menus, modifiers, and employee permissions.

• Address POS errors, payment complications, offline operations, reporting inconsistencies, and hardware challenges.

• Offer technical assistance via phone, email, Microsoft Teams, and remote sessions.

• Assist with Olo online ordering, menu synchronization, order routing, store availability, and integrations with third-party ordering systems.

• Troubleshoot integrations between Toast and Restaurant365, manage failed sales imports, address reporting inconsistencies, and oversee back-office workflows.

• Manage Microsoft 365 accounts, including email, licenses, user permissions, password resets, and multi-factor authentication.

• Resolve issues with internet connectivity, Wi-Fi, switches, firewalls, and LTE backup devices.

• Provide support for office computers, peripherals, and restaurant technology equipment.

• Configure POS hardware, menus, employee accounts, permissions, and integrations for new restaurant locations.

• Conduct system testing, verify technical readiness, provide support during go-live, and troubleshoot launch issues.

• Oversee support tickets from initial report to resolution while keeping restaurant stakeholders updated.

• Prioritize incidents based on their impact on the business and service level agreements (SLAs).

• Document solutions, create knowledge base articles, identify root causes, implement lasting fixes, and report recurring issues to leadership.

⛳️ Requirements

• Minimum of 3 years of practical restaurant technology support experience, ideally within a multi-location restaurant group, restaurant IT department, or POS service provider.

• Extensive hands-on experience with Toast POS administration, including menu and modifier configuration, hardware provisioning, employee permission management, and POS issue troubleshooting.

• Proficient in Olo, Restaurant365, and Microsoft 365 administration.

• Experience in supporting restaurant openings, POS implementations, or technology rollouts during go-live phases, encompassing setup, testing, deployment, and launch.

• Strong independent troubleshooting and problem-solving abilities, including issue investigation, root cause identification, solution implementation, and verification of system functionality.

• Excellent communication and customer service skills.

• Strong organizational and documentation skills, including managing multiple tickets, prioritizing urgent issues, documenting resolutions, and adhering to support procedures.

🏝️ Benefits

• Work hours aligned with the U.S. Central time zone

• Remote work setup