Implementation Technician

About the role

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. The Implementation Technician will be entrusted with the critical task of setting up customers within PAR OPS Insights & Delivery (I&D) products and services, with a particular emphasis on the +Recovery and Delivery products. This role involves collaborating closely with customers to configure the product, conducting initial training sessions, and troubleshooting using a variety of methods and tools. The Implementation Technician will seamlessly transition between roles that encompass new customer setups, monitoring, and support activities, ensuring that the +Recovery and Delivery products are operating optimally. Position Location: Remote - New York, Texas, Philadelphia, Florida, North Carolina, Minnesota, Colorado, Georgia, Illinois. Reports To: Sandy Burmeister – Manager, Implementation. The interview process consists of: Interview #1: Phone Screen with Talent Acquisition Team; Interview #2: Video interview with the Hiring Manager (via MS Teams); Interview #3: Video interview with the Team (via MS Teams).

Responsibilities

• Walk customers through what needs to be done to set up +Recovery and Delivery Operations via Teams call, phone or email.
• Complete final configuration and validation steps to ensure that the customer is fully set up.
• Monitor progress towards completion and follow up as necessary.
• Train customers on how to access, navigate, and use the +Recovery and Delivery products.
• Maintain appropriate tracking and reporting systems (such as spreadsheets, Salesforce, or Cloud Coach).
• Coordinate smooth handoffs for Delivery Finance customers to the Product team.
• Monitor, troubleshoot, and resolve issues leveraging SQL queries and other software provided.
• Provide feedback on process enhancements.
• May be asked to assist with special projects or additional customer setups in the PAR OPS I&D platform as assigned.

Requirements

• Associate’s degree or equivalent work experience.
• 3-5 years of customer service experience, or equivalent.
• Experience supporting or implementing software products for external customers preferred.
• Comfortable working with technical tools and troubleshooting methods, including SQL queries.

Skills

• Strong written and verbal communication skills, with the ability to present technical material in an easily understood manner.
• Proficient Microsoft Office skills.
• Ability to thrive in a fast-paced, evolving environment, with the flexibility to adjust strategies as needed.
• Self-starter approach with a solution-based mindset.
• Strong sense of ownership and accountability.
• Detail-oriented with a commitment to delivering high-quality work.
• Ability to work collaboratively in a team-oriented culture.