Onboarding Technician

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.