Job Type
Full-time
Description
365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company's all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.
As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers.
This position is located within the Implementation Department of 365 Retail Markets, and reports to the Director of Customer Success - Dining. You will play a key role in ensuring that our clients always receive a consistent and exceptional experience. The specialist will also act as an industry expert, offering solutions to clients to solve their business needs. In this role, you will provide direct customer support via phone, web, and email. You will be responsible for following established processes to answer client calls, open and close cases, document and communicate issues internally and train customers.
Responsibilities
* Provide customer support and technical issue resolution via email, phone, and other electronic mediums.
* Act as the lead contact during the implementation cycle.
* Perform remote trainings to make the Client's team expert-Users
* Responsible for handling vital system alerts and creating cases for incoming emails.
* Assist in the scheduling of special projects for customers.
* Help pace pre-Sales to Implementation pipeline.
* Articulate technical issues to the Development Team.
* Hand-off accounts effectively from a conclusive implementation to the Support Team.
* Communicate with Sales Team, to answer pre-sale or scoping questions.
* Using tools like HubSpot, Zendesk, Airtable, Harvest, SharePoint, Canva, Excel, Word, PowerPoint & Sage (ERP).
* Participate and become the SME (Subject Matter Expert) of new features of 365 Catering and 365 Kitchen Management and/or processes as assigned by Implementation Leadership.
* Communicate customer feature enhancement requests to 365's Product team.
* Other duties as assigned by the Implementation Leadership.
Requirements
* 2 years of project coordination experience especially in technically-proficient, software implementations.
* Associate or Bachelor's Degree is preferred.
* Restaurant, Hospitality or Catering background is preferred.
* Software-as-a-Service (SaaS) role experience is preferred.
* Able to work independently and efficiently to meet deadlines.
* Self-motivated, detail-oriented, and organized.
* Proficient in Internet related applications such as email clients, and web browsers.
* Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
* The ability to communicate with customers at all levels.
* Ability to handle pressure, working efficiently in a challenging and demanding environment.
* Basic project management knowledge.
* Experience with ERP or CRM a plus.