SALIDO

Support Agent at SALIDO

New York City · Full Time

Founded in 2013, SALIDO continuously innovates hospitality technology so that operators can lower costs and increase profits. We are building the first-ever Restaurant Operating System that combines all operating needs on one cohesive platform. At their present state, restaurants are becoming less and less profitable. Rent, labor, food, and technology costs are constantly increasing and margins are endlessly shrinking. In order to combat this, they need the best technology that will give them control of their business. From our offices in Soho, New York City, we are dedicated to changing the way the hospitality industry operates, to create a system that is built for the best interests of restaurants all over the world.

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Job Description

Founded in 2013, SALIDO continuously innovates hospitality technology so that operators can lower costs and increase profits. We are building the first-ever Restaurant Operating System that combines all operating needs on one cohesive platform. At their present state, restaurants are becoming less and less profitable. Rent, labor, food, and technology costs are constantly increasing and margins are endlessly shrinking. In order to combat this, they need the best technology that will give them control of their business. From our offices in SoHo, New York City, we are dedicated to changing the way the hospitality industry operates, to create a system that is built for the best interests of restaurants all over the world.

The Customer Experience Team
Service is at the core of SALIDO. The CX Team’s focus is to ensure a positive experience with anyone who comes in contact with SALIDO. Our vision is to set the new standard of service for the hospitality technology industry.
As a SALIDO Support Analyst, you are part of the front-line team working with our high-end hospitality industry customers, so knowledge of restaurant operations is a must. As part of the CX team, we rely on you to represent SALIDO by serving as a consultative problem-solver for our clients. We need you to demonstrate excellent professional communication skills and empathy, the ability to troubleshoot and root out the sources of software and hardware issues at restaurants, document resolutions, and summarize ongoing problems for continuous improvement. In this team-based environment, you will be in the heart of the action with opportunities to learn from others, grow your skills and accelerate your career.

YOU HAVE…
-A passion for hospitality
-Experience being the guru your friends and family go to when their computers or phones break
-The desire to put a smile on the face of everyone we interact with
-The ability to remain calm in moments of pressure
-Patience with customers paired with an urgent need for resolution
-True care and empathy for the person on the other side

QUALIFICATIONS AND REQUIRED SKILLS:
-2-4 years of hands-on hospitality experience
-Bachelor’s degree or equivalent experience
-Expert technology troubleshooting and problem-solving skills in a professional environment
-Experience handling multiple projects simultaneously
-Track record of professional and effective verbal and written communication skills with customers
-Ability to excel in a fast-paced environment, embrace change, and show good judgment
-Be flexible with hours and willing to work weekends as needed

RESPONSIBILITIES:
-Be an ambassador for the company and positively represent SALIDO by developing goodwill in all customer interactions, with clients ranging from servers to restaurant group owners
-Learn the SALIDO product from top to bottom and become a product expert
-Approach customers with a can-do attitude, efficient approach and dependable follow-through
-Diagnose nuanced performance issues spanning multiple software and hardware components
-Replicate, describe, and troubleshoot problems and capture resolutions in our ticketing system
-Manage the escalation process and work collaboratively with teammates to report and track problems you cannot solve
-Help us build our knowledge base by actively updating and adding to product documentation, FAQ’s, and support or training materials
-Be ready and willing to step up and go the extra mile to provide superior customer service
-Work with the Implementations Team and Account Managers to build out menus, setting up terminals and printers, and installing SALIDO software on iPads.

PERKS:
-Competitive base salary and equity at a fast-growing start-up company
-Exceptional company culture and a cool group of intelligent, motivated, and diverse teammates
-Delicious snacked and a stocked fridge!
-Cold Brew on tap
-Team lunch from awesome restaurants every Wednesday
-Exposure to the best network of hospitality professionals and world-renowned hospitality organizations
- SALIDO Concierge, access to make reservations at noteworthy NY restaurant
-Team events at the best restaurants in New York City
-Flexible vacation policy; work hard and take time when you need it
-Covered medical/dental/vision package with additional options to fit your needs
-Pre-tax transit benefits
-Employee discounts from Apple, Hotels, Movie Tickets, Theme Parks, Theatres, Ski Tickets, New Cards, Rental Cars, Magazines, Direct TV, ADT, HP, Dell etc.
-SALIDO Swag

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What We're Building

SALIDO
Restaurant Operating System (rOS)

SALIDO powers the future of restaurant operations. Using one interconnected system, SALIDO lets a restaurant focus on what drives its core business: the customer experience. We call this the restaurant operating system, rOS.

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SALIDO Team

Matthew Gaines
Co-Founder and Head of Product @SALIDO
Anthony Loven
Director of Product Design @SALIDO | Previously: PM, Mobile Lead @Relationship Science | ERP @Vitech Systems Group | ECSE @Rensselaer Polytechnic Institute
Jared Wyatt
I make good internets.
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SALIDO Investors

Michael Katz
mParticle co-founder & ceo. former founder | CEO @interclick, investor & BOD @ Adaptly, active angel investor,
Jay Adya
Managing Director at Evolution Media Capital, an affiliate of CAA. Co-founder of Takkle.com and early employee at kozmo.com. BA and MBA Columbia Univ.
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