Job Overview

Science On Call is the tech support platform for restaurants. We are a fast-growing, venture-backed startup, and we recently graduated from the Techstars Farm to Fork and Food Foundry accelerator programs.

We provide remote, platform-agnostic tech support for restaurants available 24/7 from live support agents.

We are transforming remote tech support by combining AI-powered problem-solving with a hospitality-driven approach to customer service. This allows the hundreds of restaurants that we currently support from coast to coast to focus on delivering great food and great guest experiences rather than struggling with the technology issues that can bring down their operations.

The Restaurant Technology Support Specialist is at the heart of Science On Call. In this role, you will provide tech support to hundreds of restaurant locations, solving problems related to point-of-sale (POS), networking, internet connectivity, 3rd party ordering and delivery, and other IT issues. Restaurant Technology Support Specialists report to the Director of Support Operations but work closely with our CTO in some instances.

Responsibilities

• Be a confident, yet friendly and empathetic, agent receiving support calls, chats, texts, and emails, all managed within our ticketing system, Zendesk.
• Troubleshoot and solve complex restaurant technology challenges, particularly point-of-sale and (internal and external) networking issues.
• Leverage our proprietary systems to find and document solutions to customer issues and create/improve knowledge base content where opportunities arise.
• Triage and escalate issues to 3rd party vendors when necessary.

Qualifications

• 3 years of experience with Toast, NCR Aloha, Brink, Revel, or Olo menu changes and syncing.
• A decisive, natural-born problem solver with superior judgment, reading comprehension, deductive reasoning, and critical thinking skills.
• Detail-oriented, self-motivated, organized, and a multi-tasker.
• A patient people person who can communicate clearly across multiple channels (written and verbal) and operate comfortably even in high-pressure situations.
• Ready to learn and ready to teach. Teamwork makes the dream work — our workflow is built around collaborative troubleshooting, knowledge documentation and sharing, and continuous feedback. Familiarity with the principles of Knowledge-Centered Service (KCS) is highly valued.
• Comfortable with customer support ticketing platforms (we use Zendesk), managing multiple streams of work to completion.
• Experienced in configuring/troubleshooting restaurant POS systems (e.g., we support restaurants who use Toast, Square, PAR Brink, Revel, Upserve, Sicom, NCR Aloha, and more), online ordering and integration platforms (including DoorDash, UberEats, Grubhub, Olo, Otter, Chowly, and Cuboh), networking equipment (UniFi, Cisco Meraki), and any other related restaurant technologies.
• Passionate about hospitality and the restaurant industry in particular. Time spent working in fast-paced restaurant environments is a major plus!

Additional Information

Why you should apply:

• We are a people-first business. We believe that creating meaningful jobs and opportunities for our employees helps to provide our restaurant customers with excellent service.
• Our team is made up of individuals with big hearts + big aspirations. We are building something exciting and looking for team members to form the foundation. People who join our team now will have the opportunity to grow with us and will shape the culture and direction of our dynamic, fast-paced startup.
• We are casual and flexible, but also ready to manage high-pressure customer situations at any moment (it’s why our customers love us).
• Competitive pay and an ever-growing list of benefits and perks (health coverage, paid time off, coffee subscription, weekly meal stipend).
• Diversity, equity, inclusion, and social justice are part of our DNA — we’re committed to listening, learning, and disrupting privilege to be part of the solution.

Additional Job Detail:

• This is a salaried position, and you must be willing to work an average of 40-45 hours per week.
• The salary range for this position is $50-60K annually.
• You can work 100% remotely or hybrid/in-person from our office in downtown Chicago.
• We offer a variety of work shifts, and you're assigned 5 days in a row between 8:00 am EST - to 11:00 pm EST.
• You'll work one weekend day but always have two consecutive days off.
• You'll be expected to cover a rotating one-night on-call shift.
• As we support restaurants across the country, your schedule will likely include some evenings and weekends with a rotating on-call overnight shift.