Client Tech Support

About the role

Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In's top companies to work for in 2023. To learn more about our culture, values and how you can be a part of helping mom and pop restaurants thrive, please visit us here !

Requirements

• We're looking for someone who's good with technology, good with people, and likes getting to the bottom of why something's broken.
• What You'll Accomplish
• Get restaurants live. You'll help scope each new client's hardware (printers, cabling, telephony), pre-configure it, and set up the back end so everything's ready before go-live.
• Own the hardware, start to finish. You'll configure and ship equipment to restaurants, keep track of every shipment to the door, and make sure what arrives is ready to work.
• Show up in person when it counts. You'll provide onsite support and installation when a restaurant needs hands on the ground, not just a voice on the line.
• Catch problems early. You'll keep an eye on system alerts and resolve outages, often before the restaurant even notices something's wrong.
• Get to the root cause. You'll work the problem until you find what's actually wrong, then fix it so it stays fixed, rather than patching the symptom.
• Resolve things thoroughly. You'll see each case through to a real resolution and confirm with the restaurant that it's genuinely solved, not just closed.
• Document your work. You'll keep clear records of issues and resolutions, and escalate cleanly when something needs another team.
• Year 1 Deliverables
• In your first three to six months, own onboarding for new pizza and Chinese American restaurant clients, getting them set up and live on Tarro.
• As you build confidence, take on frontline troubleshooting cases, resolving them thoroughly and to a consistent standard of quality.
• Run hardware logistics cleanly, with equipment configured, shipped, and tracked so nothing gets lost between order and install.
• Build solid working knowledge of Tarro's hardware stack and back-end systems.
• About You
• You have some experience in network operation or a similar technical role.
• You're comfortable with networking fundamentals like IP addressing, DNS, DHCP, VLANs, and LAN/WAN, and you're willing to get hands-on with diagnostics.
• You're comfortable on the command line and around modems, routers, switches, and telephony gear.
• You can explain a technical problem to someone non-technical without making them confused, and you stay calm and kind when they're frustrated.
• You speak up when you see a better way. If a process is clunky or something could be done smarter, you raise it instead of quietly working around it.
• You're fluent in Mandarin and English, spoken and writt

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