System Solutions Specialist

5&5 is looking for candidates with either IT and/or POS experience for our System Solutions Team. You’ll work with some of the most well-known brands in the restaurant space and focus your career growth by working with and training alongside some of the leading experts around POS and IT support in the restaurant and food tech industry. Your core focus will be providing resolution and escalation support for key systems, fielding requests and issues from external brand teams, as well as documenting and building a knowledge base to streamline the support.

What You’ll Do

• Work with the existing 5&5 brand support team to become familiar with key systems and resolve or escalate issues related to internal systems (POS, Kitchen, Configuration Portal, Reporting) as well as external systems (Online Ordering, Employee Management, Brand Portal, Custom Ordering App, Loyalty)
• Develop client relationships as a trusted resource.
• Focus on allocating the best possible levels of client satisfaction to deliver solutions to client concerns.
• Work collaboratively with our partner contacts to develop strong relationships, leading to successful client launches
• Work with and support the System Solutions team to optimize 5&5’s POS practices to continue to deliver effective results for client brands.
• Complete brand POS requests with a high degree of accuracy
• Creation and routing of tickets within JIRA.

What We’re Looking For

• Effective communication and analysis skills to assess technical requests and resolve or escalate as necessary.
• Keen attention to detail and ability to troubleshoot quickly.
• High level of organization and ability to balance multiple projects, as well as managing different priorities.
• Ability to not only work independently outside of business hours but also collaboratively with the greater team to proactively resolve any client concerns.
• Drive to own the support process and increase efficiency.
• Ability to document support cases clearly and informatively and create a knowledge base to be used for future support requests.
• Flexible working hours up to 10pm EST on weekdays and weekend hours expected.
• Restaurant experience (Optional)

Tools/Software Knowledge

• POS systems (Xenial)
• JIRA
• Zendesk
• Olo

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.