Onboarding Specialist

Role Overview

• Guide new restaurant and retail clients through the full Linga rOS onboarding process from kickoff to go-live.
• Conduct onboarding kickoff calls to review hardware, software licensing, menu requirements, and network readiness.
• Perform remote hardware installation and configuration, including PAX devices, printers, Android devices, iPads, KDS, and network components.
• Serve as the primary point of contact for clients during onboarding, ensuring clear communication and timely project updates.
• Review and validate all menu data, modifiers, pricing, taxes, dual-pricing settings, and payment processing configurations.
• Coordinate VAR submissions and ensure payment terminals and payment processing setups are completed accurately.
• Provide training on Linga rOS POS, KDS, Kiosk, Inventory, Loyalty, QR ordering, and online ordering features as needed.
• Manage network sign-off requirements and collaborate with customers to ensure proper infrastructure prior to installation.
• Track project milestones, identify delays or risks, and escalate issues to management when necessary.
• Support clients during their scheduled go-live, ensuring a smooth transition into daily system usage.
• Provide continued onboarding support for 30 days after go-live, ensuring system adoption and addressing post-launch adjustments.
• Record detailed case notes, documentation, and follow-up actions in CRM systems.
• Collaborate closely with Sales, Support, and Onboarding Leadership to ensure handoff consistency and customer success.
• Maintain a high level of product expertise on Linga modules, hardware compatibility, and best practices for deployment.
• Deliver an exceptional customer experience by understanding customer needs, resolving challenges, and ensuring long-term success.

Requirements

• Experience in software onboarding, technical support, customer success, or restaurant/retail POS implementation preferred.
• Strong understanding of POS systems, payment processing, and hardware components (iPads, printers, PAX devices, KDS, network equipment).
• Experience working with customers in hospitality, retail, or restaurant environments preferred.
• Ability to troubleshoot technical issues related to hardware, software, and network configurations.
• Excellent communication skills with the ability to explain technical concepts in an easy-to-understand manner.
• Strong organizational and project management skills, with the ability to manage multiple onboarding projects simultaneously.
• Comfortable working in a fast-paced environment with shifting priorities and deadlines.
• Proficiency with CRM tools, ticketing systems, and basic data entry/documentation standards.
• High attention to detail and strong problem-solving abilities.
• Ability to work independently as well as collaboratively across Sales, Support, and Leadership teams.
• A customer-first mindset with a passion for helping businesses successfully adopt new technology.

Tech Stack

• Android

Benefits

• medical/prescription drug coverage (with a Health Savings Account feature)
• dental and vision options
• employee and spouse/child life insurance
• short and long-term disability protection
• 401(k) with PNC match, pension and stock purchase plans
• dependent care reimbursement account
• back-up child/elder care
• adoption, surrogacy, and doula reimbursement
• educational assistance, including select programs fully paid
• a robust wellness program with financial incentives