Client Tech Support at Tarro

ABOUT US Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 4x revenue growth over the past several years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here [Upgrade to PRO to see link] WHAT WE ARE LOOKING FOR The Client Tech Support is an entry point into a technical support career at Tarro, and a meaningful one. You will be the technical lifeline for the restaurant owners we serve, helping them get up and running on our platform and keeping their systems healthy over the long haul. This role is a great fit for someone coming from a network operations or NOC background who understands how connectivity, hardware, and telephony systems work at a practical level, and who wants to apply that knowledge in a client-facing environment. You are comfortable reading network diagnostics, configuring equipment, and thinking through connectivity problems methodically. But equally important, you know how to communicate clearly and patiently with people who are not technical. If you take pride in resolving problems thoroughly, delivering an exceptional client experience every time, and owning your work end-to-end, we want to hear from you. WHAT YOU'LL ACCOMPLISH CLIENT ONBOARDING - Guide new clients through the full onboarding process, from initial setup through go-live - Gather and document each client's hardware requirements, including printers, cabling, and telephony equipment - Pre-configure client hardware and set up back-end systems prior to installation - Support clients through hardware installation and testing, ensuring everything is functioning correctly before handoff - Serve as a calm, knowledgeable presence for restaurant owners who may be navigating new technology for the first time TECHNICAL SUPPORT - Proactively monitor system alerts to identify and resolve client outages before clients notice them - Perform back-end system diagnostics to determine the root cause of reported issues, not just the surface symptoms - Troubleshoot and resolve client-reported issues across multiple channels: phone, ticketing system, Slack, WhatsApp, and remote sessions - Walk clients through technical resolution steps clearly and methodically, adjusting your communication style to match their comfort level - Follow up with clients when needed to confirm issues are fully resolved - Ensure all issues and resolutions are thoroughly documented in the ticketing system - Prioritize and manage multiple open cases simultaneously without letting anything fall through the cracks - Escalate unresolved issues to the appropriate internal teams following established procedures  ABOUT YOU BACKGROUND & EXPERIENCE - Experience in a network operations, NOC, or similar technical operations role - Exposure to configuring and troubleshooting network equipment: modems, routers, switches, and telephony devices - Comfortable working in environments where multiple issues are open at once and prioritization matters - Any experience with client-facing support is a plus, but not required TECHNICAL SKILLS - Solid working knowledge of networking fundamentals: IP addressing, DNS, DHCP, VLANs, and general LAN/WAN concepts - Ability to perform network diagnostics: connection testing, speed testing, IP scanning, and traceroute analysis - Familiarity with Windows and Linux command-line tools (ping, ipconfig, tracert, netstat, etc.) - Comfort configuring and troubleshooting telephony equipment and understanding call path basics - Experience with remote support tools and ticketing systems is a plus COMMUNICATION & CLIENT EXPERIENCE - Fluency in English is required, written and spoken - Able to explain technical issues in plain language without being condescending - Patient, empathetic, and professional, especially when clients are frustrated - Strong written communication for documentation, email, and async troubleshooting MINDSET - Methodical and thorough, you find root causes rather than applying band-aids - Ownership-oriented, you see an issue through to resolution rather than passing it along - Curious and eager to learn, this role is a launchpad and we invest in people who want to grow If you do not meet all the requirements listed above which candidates rarely dont worry, we still encourage you to apply! Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.