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Technical Account Manager

Olo’s mobile and web solutions allows people to order their favorite foods quickly and easily from their mobile devices and computers, helping restaurants connect with their on-the-go customers to significantly increase their revenues from the mobile and web channel.  This translates into an exciting opportunity for a Technical Account Manager to help our customers connect their POS systems to ours - to create a seamless and smooth user experience for both our customers and our clients.

Responsibilities

  • Working directly with our customers to resolve Tier 1 technical inquiries related to POS integration.
  • Providing technical assistance, working with internal departments to diagnose, research, document and resolve technology related problems.
  • Identifying and understanding the client’s unique environment where Olo’s product and services are implemented.
  • Partnering with Customer Success Managers to ensure we’re taking a holistic approach to ensuring software, services, and processes support client’s business needs.
  • Proactively monitoring the client’s transactions and processes, performing analysis and providing recommendations to necessary parties.
  • Functioning as technical liaison to Olo’s Product and Development teams to provide business intelligence that leads to ongoing product enhancements.
  • Focusing on building long lasting professional relationships with customers by thoroughly understanding clients’ business goals.

The Technical Account Manager will be an integral part of our internal and external team, providing technical and product knowledge expertise to clients, account specialists, client services, product management, and our leadership team. This role affords the creativity and independence to help Olo provide the best technical and client relations experience to multiple accounts.  The ideal candidate has the following experience, qualifications and attributes:

  • A minimum of 5 years of work experience; minimum 4 years of experience in POS implementation and/or support roles.
  • Ability to support and troubleshoot the installation of Olo software in Aloha equipped clients.  
  • Ability to troubleshoot and facilitate error resolution of Aloha products running Olo software.
  • Strong understanding of Aloha logging and diagnostic files.
  • Oversee training of client IT support staff and their subcontractors.
  • Restaurant experience is required.
  • Outstanding ability to clearly and tactfully articulate problems and resolutions, and provide recommendations in an understandable manner to both technical and non-technical audiences via conference calls, video calls, and in person.
  • Highly organized project management skills, including communication of installation timelines directly to Olo leadership and to the client.
  • The ability to work independently when needed - as well as collaborate cross-functionally.  This role can be located in NYC or remotely, travel occasionally as required.
  • Top-notch presentation skills, and the ability to educate clients on operational best practices to increase program performance.
  • The creativity and ability to provide feedback on internal processes and best practices to continually improve the customer experience.
  • A bachelor’s degree and/or equivalent education and work experience.

 

About Olo

Olo is the on-demand interface for the restaurant industry, powering digital ordering and delivery for over 200 restaurant brands. Olo’s enterprise-grade software powers every stage of the digital restaurant transaction, from fully-branded user interfaces to the back-of-house order management features that keep the kitchen running smoothly. Orders from Olo are injected seamlessly into existing restaurant systems to help brands capture demand from on-demand channels such as branded website and apps, third-party marketplaces, social media channels, and personal assistant devices like the Amazon Echo. Olo is a pioneer in the industry, beginning with text message ordering on mobile feature phones in 2005. Today, millions of consumers use Olo to order ahead (SKIP THE LINE®) or get meals delivered from the restaurants they love. Customers include Applebee’s, Chili’s, Chipotle, Denny’s, Five Guys Burgers & Fries, Jamba Juice, Noodles & Company, Red Robin, Shake Shack, sweetgreen, Wingstop, and more.

Olo is located at 26 Broadway in the historic Standard Oil Building, the former home of John D. Rockefeller.  We offer great benefits, such as 20 days of Paid Time Off, fully paid health, dental and vision care premiums, stock options, a generous parental leave plan, and perks like FitBits, rotating craft beers on tap in our kitchen, and food events featuring our clients' menu items (now you know why we give out FitBits!). Check out our culture map: https://www.olo.com/images/culture.jpg.

We encourage you to apply!

At Olo, we know a diverse and inclusive team not only makes our products better, but our workplace better. Many groups are consistently underrepresented across the tech sector and we are fully committed in doing our part to move the needle.

Olo is an equal opportunity employer and diversity is highly valued at our company. All applicants receive consideration for employment. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, pregnancy, age, marital status, veteran status, or disability status.

If you like what you read, hear, and/or know about Olo, and want to be a part of our team, please do not hesitate to apply! We are excited to hear from you!

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