Customer Support Specialist - Tier 2

Olo is looking for a Customer Support Specialist to join our Tier 2 Customer Support Team focusing on our Omnivore product. This team plays a crucial role within Olo's Customer Experience Team by providing technical support for our customers and partners.
Reporting to the Senior POS Support Team Lead, you will specialize in supporting Olo's API and POS integration product, Omnivore. As our Omnivore Customer Support Specialist, you will review and address all escalated Omnivore issues and be an expert on the Omnivore product for both our customers and the broader Olo team. You will also focus on documentation and continued training for our Tier 1 team and work with the Omnivore Support Team Manager to ensure requests are being addressed and technical issues are escalated.
You can work remotely from anywhere in the U.S. or at Olo's headquarters in NYC.

What You'll Do

• Patiently provide POS integrations and agent troubleshooting, confirming all configurations and functionality are correctly implemented and working as expected.
• Help manage the ticket queue to ensure all support cases are quickly updated and keep clients in the loop by communicating frequent updates regarding the status of open cases.
• Liaise between customers, internal departments, and partners to provide clear and accurate updates on the progress of customer’s support request.
• Be a knowledge center expert for Omnivore and provide ongoing support and engagement to our customers as they adopt, use, and manage the Omnivore integration.
• Create thorough and detailed bug reports for Olo's Engineering teams and work with those teams to urgently resolve customer issues.
• Facilitate internal training, documentation, or other projects to enhance continued learning among Olo Customer Support team members and/or Olo’s customers.
• Maintain service level agreement and CSAT goals for the Customer Support Team.

What We'll Expect From You

• 3+ years experience providing technical support 
• Familiarity with any POS Legacy or Cloud POS Systems (This can include but is not limited to installation, troubleshooting, or general configuration.)
• Experience solving customers' problems using available resources and the ability to manage shifting priorities.
• Capability to manage multiple cases, integrations, and projects at the same time in a fast-paced environment
• Top-notch communication and writing, as well as the ability to educate our teams and customers on best practices.
• Ability to work effectively without supervision
• Avid interest in the restaurant industry.

About Olo
Olo is the engine of hospitality powering the restaurant industry's digital transformation. As a leading open SaaS platform, we enable over 600 restaurant brands to jointly reach 85 million connected guests across approximately 84,000 locations. More than two million orders per day run on Olo's platform, allowing brands to maximize the convergence of digital and brick-and-mortar operations while raising the bar on hospitality. The result: brands do more with less and make every guest feel like a regular. With integrations to over 300 technology partners, our customers can build digital experiences with the largest and most flexible restaurant commerce ecosystem on the market. You have likely used Olo and not even known it! Learn more at olo.com.
We’re remote-friendly. Since 2015, we have been evolving our culture to continue to support a more distributed workforce and now over 75% of our team works remotely across the U.S. If you're in the New York City area, you can choose to work remotely or from Olo's headquarters, located in Tribeca.
We offer great benefits, such as 20 days of paid time off, 10 separate sick days, 11 holidays plus year-end closure, fully paid health, dental and vision care premiums, a 401k match, remote-office stipend, company equity, a generous parental leave plan, volunteer time off, gift matching policy, and more!
Our best estimate of the compensation range for this opportunity is $55k-70k annually, depending on the experience you bring and your location. [This role is also eligible for incentive compensation.] We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.
We encourage you to apply!
We value diversity. At Olo, we know a diverse and inclusive team makes our workplace better. Don't meet every single qualification in the job description? Market data shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, that is free from discrimination and harassment; this allows us to make better decisions and better serve the comm