The MenuLink Support Specialist is responsible for ensuring customer satisfaction and quality in regard to the MenuLink application. This position is a front line technical representative responsible for understanding customer needs, configuring a solution to meet those needs, and excelling at customer service. This position will serve MenuLink customers as well as Aloha customers. This position is a full time position Monday-Friday 8:00/5:00 MST.

Menulink Support Specialist has fulfilled all the Radiant Certification requirements of Associate Tech Certification and Support Certification. Employee is required to complete annual Radiant Maintenance certifications. Support Specialist must also adhere to all policies and procedures set forth by both the Implementation and Customer Service Departments.

MenuLink Support Specialist answers incoming help desk calls. In doing so, MenuLink Support Specialist will learn how to properly troubleshoot issues; research using peers, Radiant Knowledge Base system, and existing documentation. All use of time should be documented along with steps taken to solve a problem within call tracking software.

Essential Duties and Responsibilities include the following and other duties may be assigned.

• Log and track calls using call tracking software while maintaining historic records and related problem documentation as well as resolution.
• Properly diagnose issues with Aloha functionality.
• Serves clients as a Certified MenuLink Support Specialist
• Serves as the liaison between the Project Manager / BEC POS and Client
• Coordination, deployment and monitoring of installations and software upgrades
• Performs Software programming and minor client database maintenance
• Proactively monitors and manages compliance and quality of post-sales and implementation services as follows: Support Service Level Agreements--provides client-specific feedback to improve compliance
• Ensures that quality services are delivered to clients throughout the life cycle of the client relationship.
• Works with management team in the development of new support processes
• Establishes and maintains relationships with counterparts in other departments in order to assist the team in driving customer satisfaction
• Performs additional tasks/assignments as directed by Management
• Respond to customer help desk calls in a timely and effective manner by answering known questions and reproducing straightforward technical problems.
• Ensuring customer satisfaction by maintaining a proactive approach with customers.
• Brainstorms with team members to resolve more complex problems and escalates difficult issues to Team Lead for more technical assistance.
• Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.