Remote Help Desk Analyst Jobs in Worcester, MA (NOW HIRING)

Restaurant POS Service Analyst

FoodTec Solutions

Department

Professional Services

Classification

Full-Time, Non-Exempt

Reports To

Professional Services Manager

Location

Remote or Needham, MA

Schedule

MondayFriday, 9:00 AM6:00 PM

Pay Band

$22.00$30.25 per hour

About FoodTec Solutions

FoodTec Solutions is an established restaurant technology company serving operators across delivery/pizza, quick service, fast casual, and full service restaurant environments. We provide more than point-of-sale softwarewe deliver integrated business solutions including POS, kitchen systems, online ordering, loyalty, email marketing, mobile apps, employee management, inventory optimization, delivery monitoring, performance reporting, security and loss prevention, and more. Our team brings years of restaurant technology experience into every customer engagement, and our professional services and support teams help customers configure systems the right way for their business and long-term success.

Position Overview

FoodTec Solutions is looking for a customer-focused, operations-minded Restaurant POS Service Analyst to join our Professional Services team.

This role is ideal for someone who understands restaurant operations and enjoys working directly with customers to help them implement, configure, support, and improve the systems that power their business. The right person does not need to be a network engineer or generic IT help desk technician. We are looking for someone who can talk to restaurant operators, understand what they are trying to accomplish, guide them through system changes, support onboarding and go-lives, help with menu and configuration work, and coordinate clearly with internal teams.

This is a strong fit for candidates with backgrounds in restaurant management, restaurant operations, restaurant technology, POS support, customer onboarding, hospitality software support, implementation, or client training.

What Youll Do

• Serve as a day-to-day point of contact for new and existing FoodTec customers
• Support customer communication through phone, email, and remote sessions
• Guide restaurant clients through onboarding, go-live support, and early adoption of FoodTec systems
• Train customers on system features, workflows, and best practices
• Help customers understand and use core FoodTec solutions including restaurant POS, menu configuration, online ordering, loyalty, marketing, and other platform features
• Gather and manage discovery details needed for menu setup, menu UI configuration, and related implementation work
• Help customers leverage upgrades, new features, and system enhancements to improve operational efficiency
• Set and manage expectations around project scope, deliverables, timelines, and next steps
• Coordinate with managers and teammates to schedule work, maintain momentum, and keep projects moving
• Support software updates, migrations, deployment tasks, and related customer-facing service projects
• Document customer needs clearly and ensure information is communicated internally in a useful, actionable way
• Participate in special projects and continuous improvement efforts within Professional Services

What Makes Someone Successful in This Role

• Strong customer communication and relationship-building skills
• Ability to understand restaurant urgency and operational impact
• Ability to ask good questions, uncover the real issue, and document it clearly
• Comfortable guiding customers through change, training, and new system functionality
• Organized and dependable with strong follow-through
• Able to balance multiple priorities in a fast-paced service environment
• Strong judgment, professionalism, and ownership mindset
• Comfortable learning and working across multiple connected restaurant technology solutions

Required Qualifications

• 13 years of experience in restaurant operations, restaurant management, restaurant POS, hospitality technology support, customer onboarding, implementation, or a related customer-facing role
• Experience working directly with customers in a service, support, training, or operations capacity
• Experience with restaurant menus, menu setup, modifiers, or implementation-related discovery
• Strong verbal and written communication skills
• Strong organizational skills and ability to manage multiple active tasks or projects
• Proficiency with Microsoft Excel, Word, and PowerPoint
• Ability to work independently while coordinating effectively with a team

Preferred Qualifications

• Experience with restaurant POS systems or hospitality software
• Experience supporting go-lives, onboarding, implementation, or rollout projects
• Experience training restaurant staff or end users on systems and workflows
• Experience with online ordering, loyalty, email marketing, or other restaurant technology tools
• Experience in multi-unit restaurant environments
• Hospitality, business, or technology-related degree or equivalent hands-on experience
• Basic familiarity with HTML or design tools is a plus, but not required

What This Role Is Not

This role is not primarily a desktop support, networking, hardware repair, or generic IT help desk position. While technical comfort is important, success in this role depends more on restaurant operations understanding, customer interaction, training, implementation support, menu/configuration work, organization, and ownership.

Benefits

• Competitive pay
• Excellent medical and dental insurance
• Paid vacation and holidays
• 401(k) plan with company contributions through profit sharing
• Short-term disability
• Tuition reimbursement

Why Join FoodTec

FoodTec is an established company with deep restaurant industry experience, a broad product ecosystem, and a team that plays a direct role in helping customers improve revenue, efficiency, and long-term success. We are not a plug-and-play startup model. We work closely with customers to configure technology to fit their business, and our teams experience and service are a major part of what makes that successful.