System Solutions Specialist
The System Solutions Specialist delivers hands-on configuration, troubleshooting, and escalation support for 5&5’s restaurant clients across POS, digital ordering, loyalty, and reporting platforms. As a frontline technical resource, you resolve tickets with speed and accuracy, document solutions for team reuse, and build credibility as a trusted partner to both brand operators and vendor contacts. Your contributions directly uphold 5&5’s service-level targets and knowledge-sharing culture.
What You’ll Do
- Own incoming Zendesk tickets through investigation, root-cause analysis, and resolution; achieve ≥ 95 % first-touch accuracy and close-within-SLA rates.
- Escalate complex issues to senior staff or vendors with clear reproduction steps, logs, and impact statements.
- Execute POS/menu changes, reporting tweaks, and portal updates following standardized checklists; maintain ≥ 98 % configuration accuracy.
- Perform smoke tests in staging or sandbox environments before promoting changes to production.
- Participate in launch calls and feature demonstrations as a subject-matter guide.
- Create and update KB articles, runbooks, and FAQs after notable fixes; contribute at least two substantive entries per month.
- Flag recurring issues and propose process improvements during weekly team syncs.
- Partner with fellow Specialists and QA to identify systemic defects and streamline workflows.
- Track personal workload in Asana, keeping task statuses, due dates, and notes current.
What We’re Looking For
- 1–3 years in POS, digital ordering, IT support, or related restaurant technology roles.
- Solid understanding of at least one major POS or online ordering platform; comfort navigating kitchen display, loyalty, or reporting modules a plus.
- Proven troubleshooting skills with keen attention to detail and data integrity.
- Strong written and verbal communication; able to translate technical findings for non-technical stakeholders.
- Experience with ticketing and collaboration tools (Zendesk, Slack).
- Ability to juggle multiple priorities, meet deadlines, and work effectively in a remote, distributed team.
- Restaurant operations background is advantageous but not required.
Tools/Software Knowledge
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- POS / Online Ordering Systems
- Zendesk
- Olo
- Punchh
- Paytronix
- Asana
- Notion
- Google Workspace
- Slack
- Zoom
-
Jira + Confluence
What We Offer
- Fully remote work
- Medical and Dental Insurance Plans
- Paid Holidays including but are not limited to: New Year’s Day, Holy Week, All Saints Day, Independence Day, Labor Day, Christmas Eve, and Christmas Day
- 15 PTO Days with an annual anniversary accrual of 1 additional PTO day each year, and PTO rollover option
- Birthday PTO day
- 5 Personal/Sick/Mental Health Days
- Paid parental leave
- Monthly Quality of Life stipend
- Yearly home office stipend
- Yearly education stipend
About 5&5
5&5 is the restaurant industry’s premier IT and digital platform management company, specializing in SaaS implementations, POS and omni-channel ordering, loyalty programs, and digital managed services. With a team of 65+ experts, we’ve supported over 20,000 locations and $1 billion in annual sales. From platform implementations and onboarding to comprehensive POS configurations and franchisee operations, we optimize and integrate the technology that drives your restaurant business, serving as an extension of your team. To date, 5&5 has partnered with 180+ brands, including CKE, Dutch Bros Coffee, Bojangles, and Raising Cane’s.
5&5 is an equal opportunity employer committed to ensuring diversity and inclusion are at the forefront of our business practices. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, gender identity, pregnancy, age, marital status, veteran status, or disability status. We hire solely based on qualifications, merit, and business needs. We are committed to pay parity for all of our employees.