Regional Support Specialist

We are seeking a highly skilled and client-focused Regional Support Specialist to join our team. As a Regional Support Specialist, you will play a crucial role in ensuring the seamless implementation and optimal performance of our SpotOn hardware and software solutions. Your responsibilities will include conducting on-site surveys, installing and configuring hardware and networking devices, providing in-person software training, and resolving escalated support tickets while building strong relationships with our valued clients.

You will:

• Conduct an on-site survey to determine hardware placement, verify low-voltage wiring, and identify power outlets' locations.
• Perform the installation and configuration of SpotOn hardware and networking devices, which includes terminals, handhelds, printers, and other peripherals.
• Deliver comprehensive and hands-on in-person training sessions for clients to effectively use the SpotOn software and its features.
• Visit clients in person to address and resolve escalated support tickets
• Develop and nurture meaningful connections with clients in person to build strong, long-lasting relationships.
• Collaborate with the technical support team to troubleshoot and diagnose complex issues, ensuring swift and effective resolutions for clients.
• Communicate technical concepts and solutions clearly to non-technical users, ensuring their understanding and confidence in the system.
• Provide exceptional customer service throughout all interactions with clients, demonstrating empathy and a customer-first approach.

Qualifications: 

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• Strong proficiency in troubleshooting hardware and software issues, with a solid understanding of low-voltage wiring and power outlets.
• Proficiency in training end-users in software applications, preferably in a face-to-face setting.
• Excellent interpersonal and communication skills, with the ability to connect with merchants and address their concerns effectively.
• Strong problem-solving skills and the ability to handle support escalations in a calm and professional manner.
• Ability to work independently, manage time effectively, and prioritize tasks to meet deadlines.
• Willingness to travel and work on-site at various merchant locations as needed.
• Some night and weekend tasks may be required.
• Minimum of 2 years of management experience working in the restaurant industry.
• Minimum of 2 years experience building and maintaining strong relationships with clients, ensuring a positive and satisfactory experience.
• Minimum of 1 year of experience delivering in-person training sessions.
• Familiarity with various hardware and networking devices, including terminals, handhelds, printers, and peripherals.
• Familiarity with low-voltage wiring principles, identification, and verification of wiring connections.
• Some night and weekend tasks may be required. 

Skills that are a plus:

• SpotOn Restaurant POS Experience

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• Restricted Stock Units
• Paid vacation, 11 company holidays, sick time, and volunteer time off 
• Headspace membership for guided meditation and stress relieving tools through the Sequoia App*
• Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities
• Monitor, Keyboard, and Mouse needed for your home office? We got you
• Monthly cell phone and internet stipend
• Unlimited access to virtual audio and visual workouts through the Sequoia App*
• Subscription to Linkedin Learning to expand your knowledge on all kinds of fun topics
• Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice

* for those enrolled in the Anthem plan

Compensation:

• Our base pay range is $45,000-$50,000 for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.