Employer: Olo
Olo is seeking a customer support enthusiast to join the Customer Support Team as a Delivery Support Specialist. The Customer Support Team plays a crucial role within Olo’s Customer Success Team by providing the first level of support for our customers and their franchisees. This Tier 2 role will have a specific focus on our Dispatch product, which allows brands to provide delivery services through their own branded website, and our Rails product, which allows brands to receive orders placed on a third-party marketplace directly into their POS, eliminating the need for multiple tablets and manual entry of the orders.
Our Delivery Support Specialists receive, review and resolve all Tier 2 Dispatch and Rails issues, and work closely with their Team Lead to ensure Tier 2 requests are being completed in a timely and accurate manner, with any Tier 3 issues escalated appropriately. This role is also responsible for keeping product documentation up-to-date and providing Dispatch and Rails product training for our Tier 1 team.
You can work at Olo’s headquarters on the 82nd floor of One World Trade Center or remotely from anywhere in the U.S. In fact, more than half of our team is remote!
What You’ll Do
- Act as a knowledge center expert for Olo’s Dispatch and Rails products.
- Engage with Olo customers as they adopt, use, and manage both Dispatch and Rails.
- Assist customers with support requests related to our Dispatch and Rails products, including troubleshooting Dispatch configurations, Rails Configurations, ordering, and delivery issues.
- Provide proactive support based on daily reports to ensure that all locations are successfully processing Dispatch and/or Rails orders.
- Diligently prioritize incoming tasks to urgently resolve revenue-affecting issues.
- Identify, reproduce, and report bugs to Olo’s engineering team.
- Recognize and create internal training opportunities to enhance Dispatch and Rails product knowledge across Olo’s Customer Support teams.
- Develop and refine internal processes, internal and external documentation, and best practices to deliver on continuous improvement goals for customer experience.
- Maintain SLA & CSAT goals for Tier 2 Customer Support issues.
What We’ll Expect From You
- At least 2 years of experience in a support-related position.
- Experience using Slack, Zendesk, and Jira.
- Invested in fully resolving customer issues in a professional and friendly manner.
- Able to complete detail-oriented work, including referencing and mining complex procedures, program guidelines, tools, and resources to solve tickets.
- Work independently, as well as collaborate across multiple teams, when needed.
- Demonstrate a commitment to teamwork, open communication, excellence in service, integrity, and accountability.
- Top-notch communication, including written, verbal, and presentation skills.
- Ability to work in a fast-paced environment.
- Self-motivated to learn quickly and produce positive outcomes.
- Legally able to work in the United States.
Nice to Have
- Interest in the restaurant or hospitality industry.
- Experience working for software, SaaS, or technology company.
- Experience using CRM tools such as Salesforce.com or Pipedrive.