Associate Technical Specialist - Delivery
New York, NY

Job Description

Olo is seeking a delivery-focused and digital ordering enthusiast to join the Customer Success Team as an Associate Technical Specialist. The Delivery Technical Specialist will play a crucial role within Olo's Customer Success Team by providing a Tier 3 level of support for our customers and their franchisees. A successful Delivery Technical Specialist will address tickets and issues escalated by our Support Team while also working with the Specialist Team to improve documentation and processes to decrease escalations. The Specialist will also focus on day to day onboarding tasks in an effort to help our customers adopt and learn about Olo's delivery offerings.

This is a full-time position in downtown New York City.

Responsibilities

* Provide Tier 3 support to our customers and their franchisees during all phases of the Dispatch and Rails lifecycle as they adopt, use and manage Olo's delivery products.
* Liaise between the customer, and Olo Support and Specialist Teams to provide clear and accurate troubleshooting solutions via Zendesk tickets or telephone.
* Provide support in partnership with the Specialists to diagnose, research, document and resolve delivery related issues.
* Support the Specialist Team efforts to grow and track customer adoption of individual delivery service providers and marketplaces.
* Work with the Specialist Team to report bugs to the Engineering Team and work with the Specialist and Engineering Team to resolve customer issues as soon as possible.
* Coordinate between Specialist and Support Teams to help draft, edit, and maintain both internal and customer-facing documentation, including multimedia tutorials and webinars, with a goal to eliminate tickets and address customer questions without escalation.
* Provide customer feedback received via support tickets and work closely with the Specialist Team to draft new product feature requests.
* Learn about Olo's developing product offerings, particularly as they relate to and could potentially solve recurring customer delivery issues.
* Provide feedback on internal processes and best practices in an effort to continually improve the customer experience and overall customer support flow.
* Attend internal and customer-facing training to learn about product enhancements.
* Support customer accounts to maintain favorable, long-term relationships.

Requirements

* Experience providing customer support via phone or email.
* Passion for solving customers problems; ability to solve problems by utilizing available tools/resources.
* Avid interest in the restaurant technology industry.
* An understanding of marketplaces and the restaurant delivery landscape
* Ability to work independently when needed, as well as collaborate across multiple teams.
* Embodies teamwork, open communication, excellence in service, integrity, and accountability.
* Knowledge of word processing tools and spreadsheets (MS Office, Google Drive, etc.), as well as strong internet navigation skills.
* Able to work in a fast-paced environment.
* Able to work with detailed procedures and program guidelines.
* Self-motivated.
* Quick Learner.
* Great attention to detail.
* Legally able to work in the United States.

Beneficial

* Experience in a delivery focused customer support role.
* Experience using ticketing systems such as Zendesk to process and resolve tickets.
* Experience using CRM tools such as Salesforce.com or Pipedrive.

About Olo

Olo is the on-demand interface for the restaurant industry, powering digital ordering and delivery for over 250 restaurant brands. Olo's enterprise-grade software powers every stage of the digital restaurant transaction, from fully-branded user interfaces to the back-of-house order management features that keep the kitchen running smoothly. Orders from Olo are injected seamlessly into existing restaurant systems to help brands capture demand from on-demand channels such as branded website and apps, third-party marketplaces, social media channels, and personal assistant devices like the Amazon Echo. Olo is a pioneer in the industry, beginning with text message ordering on mobile feature phones in 2005. Today, millions of consumers use Olo to order ahead (SKIP THE LINE®) or get meals delivered from the restaurants they love. Customers include Applebee's, Chili's, Chipotle, Denny's, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Red Robin, Shake Shack, sweetgreen, Wingstop, and more.

Olo 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!). Check out our culture map: https://www.olo.com/images/culture.jpg.

We encourage you to apply!

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 in doing our part to move the needle.

Olo is an equal opportunity employer and diversity is highly valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.

If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!