Technical Support Agent- Bilingual Spanish/ English

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. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Description

Our remote Technical Support Call Center is looking for someone with a technical foundation/ skillset troubleshooting SAAS platforms who is interested in making an impact in a fast paced support environment. This role offers development and room for growth within support as well as other areas of the business. Most importantly, this position requires a passion for top-notch customer service and finding solutions.

Position Location:

US, Remote

Reports To

Manager, Technical Support

Employment Type

Full- Time

Long-term

Shifts Available

• Monday- Friday 7:00am-3:30pm EST
• Tuesday-Saturday 8:00am-4:30pm EST
  
  

Required

What We’re Looking For:

• Bilingual Spanish/ English fluency
• 1 year Customer Service experience minimum.
• 1 year professional experience troubleshooting hardware and interfacing components
• 1 year professional experience troubleshooting networking- hardware and IP
• 1 year professional experience troubleshooting Windows- event viewer and command prompt
• Highly reliable internet required with Broadband or fiber
• Strong Problem solving skills, communication skills and typing skills
  
  

Preferred

• Call Center experience is highly preferred. If it's Technical Support or Helpdesk specific; your application will stand out.
• Ability to work at a secondary location in case of ISP outage.
• AAS degree in electronics technology, computer science, or its equivalent is a plus.
• A certification and Microsoft certifications are preferred.
• Networking certification is another major plus.
• Bilingual Spanish speakers a PLUS
  
  

Unleash your potential: What you will be doing and owning:

• Provide first level problem solving for Point of Sale (POS) hardware and software and other PAR products, including, but not limited to, operational and technical problems
• Utilize service management systems for gathering and maintaining service incident data
• Contribute to the KCS knowledge management system and adhere to and continually review published escalation and workflow procedures based on ISO 9000, and departmental written workflow procedures
• Ability to work a variety of shifts, including weekends, holidays, and overtime as requested, perform to defined standards, carry out special work assignments, and meet all conditions of employment
• Work in a team environment participating as a team member, focusing on continuous improvement and total customer satisfaction, and building a relationship with our customers
• Perform customer service administrative task as assigned and understand customer database and processing customer part requests
• Work within KCS environment, required testing to reach preferred status as requested
• Decisions are limited and routine for which clearly defined procedures are documented
• Must display genuine concern and ownership for customers’ situations
• Exercise sound judgement and analytical skills in determining a resolution to problems
• Provide and obtain general information which is technical in nature
• Work with moderate supervision
• Additional contacts are PAR and third-party service management and field engineers
  
  

Interview Process

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Hiring Team (via MS Teams)
• The Interview will include a live technical assessment of the below foundational hardware and software troubleshooting skills/knowledge required for the role:
• Hardware- basic troubleshooting of hardware and interfacing components
• Networking- Hardware and IP addresses
• Windows- Event Viewer, Command Prompt
  

Onboarding & Training

FYI The required training will be the first 2 weeks of employment with a training class held Monday-Friday 8:00am-4:30pm EST. After the training period, designated shift will apply.

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact accommodations@partech.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.