Olo Front End Support Specialist in New York, New York
Olo is seeking a customer support enthusiast to join the Customer Support Team as a Front End Support Specialist. The Customer Support Team plays a crucial role within Olo?s Customer Success Team by providing the first level of support for our customers and their franchisees. This Tier 2 role will have a specific focus on our front-end platforms and custom solutions built in conjunction with our API. A successful Front End Support Specialist will review and address all escalated Tier 2 Front End issues. This role will also focus on documentation and continued training for the Tier 1 team. This person will work closely with the Front End Technical Specialist team to ensure requests are being addressed accurately and Tier 3 issues are escalated appropriately. Someone in this role will also review the current process and advise on ways to improve upon and scale operations.
You can work at Olo?s headquarters on the 82nd floor of One World Trade Center or remotely from anywhere in the U.S. In fact, more than half of our team is remote!
Act as a knowledge center expert for specific areas of Olo?s platform and provide ongoing support and engagement to our customers as they adopt, use and manage these platforms.
Guide Olo customers with their support requests related to the front-end design of their ordering experiences, including the brand?s online ordering website, mobile site, apps, or third party interface.
Work closely with the front-end engineering team and developer support team to play a key role in communicating progress to customers related to their support requests.
Liaise between customer, internal departments, and partners to provide clear and accurate guidance for customers.
Help report bugs to Olo?s engineering teams and work with those teams to urgently resolve customer issues.
Execute internal training to enhance continued learning among Olo Customer Support team members.
Develop and refine internal processes and best practices to continually improve the customer experience through continued iteration of internal and external documentation.
Maintain SLA & CSAT goals for the Customer Support Team.
At least 2 years experience in a support related position
Passion for solving customers? problems; ability to solve problems by utilizing available tools/resources.
Avid interest in the restaurant industry.
Ability to work independently when needed, as well as collaborate across multiple teams.
Embodies teamwork, open communication, excellence in service, integrity, and accountability.
Top-notch communication, writing, and presentation skills, and the ability to educate internal teams and customers on best practices
Able to work in 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.
Experience or interest in user experience and front-end web principles. Do you know the difference between HTML and CSS?
Have an understanding of what an API is and the purpose it serves.
Experience working for a software, SaaS, or technology company.
Experience using ticketing systems such as JIRA and Zendesk to process and resolve support requests.
Experience using CRM tools such as Salesforce.com or Pipedrive.
Olo powers digital ordering and delivery programs that connect restaurant brands to the on-demand world, placing orders directly into the restaurant through all order origination points ? from a brand?s own website or app, third party marketplaces, social media platforms, smart speakers, and home assistants. Olo serves as the on-demand ordering and delivery platform across 70,000 locations for over 300 brands, such as Applebee?s, Checkers & Rally?s, Cheesecake Factory, Chili?s, Dairy Queen, Denny?s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Portillo?s Hot Dogs, Shake Shack, sweetgreen, Wingstop, and more. Learn more at www.olo.com.
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 to 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!