As an Onboarding Technician (OBT), you will play a critical role in setting up new customers for success with Lavu’s point-of-sale system. You will be responsible for creating digital menus for our clients, assisting them step-by-step with hardware installation, and ensuring they have a smooth onboarding experience. This position requires strong technical skills, attention to detail, and critical thinking.
Key Responsibilities:
- Serve as the primary contact for customers during onboarding, from sale close to go-live and handoff.
- Build and configure digital menus based on client needs and specifications.
- Guide customers through hardware setup, troubleshooting as needed.
- Use a project-based approach to ensure customers meet onboarding milestones and deadlines.
- Manage multiple clients at different onboarding stages, each with unique requirements.
- Quickly learn Lavu’s product and systems; provide basic support and insight to customers.
- Proactively solve problems and help customers get the most from their hardware and software.
- Advise on hardware configurations and recommend additional products or services as needed.
- Coordinate with Sales, Payments, Fulfillment, and Account Management teams to provide a seamless experience.
Qualifications:
- 2+ years of customer service experience (hospitality experience preferred)
- 1+ year of project management, onboarding, or technical support experience
- Tech savvy and a strong problem solver; able to troubleshoot common setup issues
- Restaurant POS experience is a plus
- HubSpot or similar CRM experience is a plus, but not required
- Professional, detail-oriented, and able to work independently
- Committed to ongoing learning and product mastery
Working Conditions:
- Remote, independent contractor position
- EST hours (8am–5pm or 9am–6pm)
- $9 USD hourly
- Must have a quiet workspace, laptop, headset, iPad, and reliable internet
- Requires frequent video and phone meetings with customers
Physical Requirements:
- Long periods of sitting, typing, phone and video conferencing
Important:
You must be organized, tech savvy, and comfortable working directly with customers on both software and hardware setup.