Technical Onboarding Specialist Jobs

About The Role:

As a Technical Onboarding Specialist at Otter, you'll be responsible for an integral part of molding and elevating the onboarding experience for both internal and external stakeholders. The right person for this role will be experienced in independently troubleshooting technical issues, documenting technical troubleshooting workflows for cross-functional use, and working with high-touch customers through email, phone, and chat. This role is focused on customers integrating Otter and their delivery services with point-of-sale systems so experience with point-of-sale systems and API integrations is ideal.

If you have an eye for process and scale, are self motivated, customer obsessed, think outside of the box when it comes to customer excellence, and are passionate about helping restaurants succeed, this is the role for you!

Responsibilities:

• Train and remotely assist new Otter customers with setup of purchased Otter hardware, including printers, tablets, and core products included in their package, and be available to answer any questions that may arise during the introduction.

• Manage a queue of new customers in onboarding from the point of hardware delivery to technical integration and activation by ensuring they are attaining basic health metrics and achieving early lifecycle benchmarks in their first 30 days with Otter.

• Conduct basic troubleshooting for any issue that arises during the new customer onboarding experience - e.g., connecting missing integrations, hardware configuration issues, account login issues, menu adjustments and improvements, integration change management.

• Facilitate a best-in-class new customer onboarding experience. You will be our customers’ first point of contact after being sold onto the platform as you guide them through the onboarding process.

• Internal coordination with Support, Technical Account Management, and Success to create and update technical documentation and escalation processes that optimize for customer experience and scale.

Ingredients for Success:

• 2-3 Years of Technical Support / Integration / Customer Onboarding Experience.

• Detail oriented and highly organized with the ability to thrive in fast moving, ambiguous environments.

• Real world understanding of technical problem solving and high-level software concepts like APIs and POS systems.

• Account Management or Customer Success experience is a plus!