Customer Solutions Consultant

Customer Solutions ConsultantCompany

Paytronix is a young, energetic software company, providing real-time loyalty and gift card programs to the restaurant and hospitality industries.  Paytronix is located in Cambridge, Mass (Boston metropolitan area), two blocks from the Alewife “T” station.

 

Job Description

This position is an important link between our customers and our products.  It encompasses facets of technical support, great customer service, with marketing and pre-sales engineering roles.  Responsibilities include:

· Managing and executing the deployment projects for our customers.  This includes:

-  Making recommendations on point of sale (POS) process for utilizing Paytronix functionality.

-  Recommending Internet connectivity.

-  Install and configure software at customer site and develop material for customer technical representatives to repeat installation process.

-  Designing rules-based loyalty programs utilizing proprietary rules engine.

-  Developing training programs for customer organizations, in a “train-the-trainer” model.

-  Delivering training to customer training teams.

-  Overseeing the process for designing and ordering magnetic stripe cards with the customer organization.

· Consulting with customers on the use and implementation of the products: either through visits to the customer site or on the phone.

-  Solving customer specific problems and questions, which involve re-creating specific customer situations by running and customizing POS systems.

-  Perform product testing with QA and Engineering.

-  Writing technical and user notes, knowledge base articles, installation guides, training materials, and other manuals.

-  Recommend new product features to product management and engineering.

-  Some travel approximately <5%.

 Qualifications (what we’re looking for)

Ideal candidates will have:

· Excellent interpersonal skills, ability to gain rapport with wide range of personalities.

· Excellent verbal and written communication skills.

· BS or BA degree.

· Strong technical background and problem solving skills.

 

Pluses:

· Experience in customer service, including training delivery.

· Microsoft Windows administration and networking experience.

· Flair for pre-sales and consulting.

· Experience in the restaurant industry.

· Experience with Micros (or other) Point-of-sales (POS) systems.

· Specific knowledge of software development and testing.

 

Individual must be self-directed, confident, and able to work without a great deal of structure or supervision. Work requires a detail-oriented person with a sense of follow-through.  Position reports to Customer Service Manager, with high visibility throughout the organization.