We are seeking a client-focused Local Operations Specialist to join our team in Portland. In this position, you will play a crucial role in ensuring the seamless implementation and optimal performance of our SpotOn hardware and software solutions with our local merchants. Your responsibilities will include conducting on-site health check-ins and site surveys, installing and configuring hardware, providing in-person software training, and resolving escalated support tickets while building strong relationships with our valued clients.

We pride ourselves on delivering seamless software and hardware solutions to restaurants that trust us to fuel the growth of their business. Given the complexity of these environments we expect you to leverage your background in restaurants, enthusiasm for technology, and empathetic listening to ensure customer needs are heard and addressed all while sharing best practices so restaurant teams can maximize their use of our technology.

Essential Functions: 

• Develop and nurture meaningful connections with clients in person to build strong, long-lasting relationships 
• Conduct on-site surveys to determine hardware placement, verify low-voltage wiring, and identify power outlets' locations
• Visit clients in person to address and resolve escalated support tickets and conduct on-site health check-ins to ensure client satisfaction 
• Deliver comprehensive in-person training sessions for clients to effectively use the SpotOn software and its features
• Provide exceptional customer service throughout all interactions with clients leading with empathy and a customer-first approach 
• Collaborate cross-functionally with other teams to diagnose and troubleshoot complex issues, ensuring swift and effective resolutions
• Communicate technical concepts and solutions to non-technical users, building their understanding and confidence in the system
• Periodically perform the installation and configuration of SpotOn hardware and networking devices
• Identify opportunities to upsell additional products or services to existing clients based on their needs and preferences
• Develop and implement strategies to generate referrals from satisfied clients
• Ability to travel and work on-site at various merchant locations in the Portland area
• Some night and weekend tasks may be required

Qualifications:

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• Minimum of 2 years of management experience working in the restaurant industry
• Minimum of 2 years experience building and maintaining strong relationships with clients, ensuring a positive and satisfactory experience
• Minimum of 1 year of experience delivering in-person training sessions
• Familiarity with various hardware and networking devices, including terminals, handhelds, printers, and peripherals
• Familiarity with low-voltage wiring principles, identification, and verification of wired connections
• Excellent interpersonal and communication skills, with the ability to connect with merchants and address their concerns effectively
• Strong proficiency in troubleshooting hardware and software issues, with a solid understanding of low-voltage wiring and power outlets
• Strong problem-solving skills and the ability to handle support escalations in a calm and professional manner
• Proficiency in training end-users in software applications, preferably in a face-to-face setting
• Ability to work independently, utilize independent discretion, manage time effectively, prioritize tasks to meet deadlines and effectively resolve support issues
• Ability to travel and work on-site at various merchant locations as needed.
• Some night and weekend tasks may be required
• *SpotOn Restaurant POS experience is a huge plus!

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development

Compensation:

• Our base pay is $50,000 for this role 
• Mileage Reimbursement 
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.