JOB SUMMARY / DESCRIPTION

The Product Specialist will oversee setup, configuration, and support for ECRS’ reciProfity food costing, inventory control, and recipe management software, serving as a key technical and customer-facing resource.

QUALIFICATIONS

• 1+ years’ experience with technical help desk procedure, customer service, or food service operators.
• Hands-on experience and a basic understanding of food service environments and operations.
• Basic knowledge in at least one or more of the following: installing, operating, testing, or configuring relevant technologies.
• Strong troubleshooting and root cause analysis skills.
• Ability to learn, use, and troubleshoot software.
• Strong work ethic, professional attitude, and a team player.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills with the ability to manage time and multiple priorities effectively.
• High degree of emotional intelligence and professionalism.
• Strong customer service orientation with a positive, solution-focused attitude.

• Serve as the go-to specialist for ECRS reciProfity, providing expert knowledge and support.
• Lead product demos, onboarding, installation, and configuration for new and existing customers.
• Provide prompt and accurate answers to customers about reciProfity features and usage.
• Managing all support channels and providing prompt, detailed responses to customers.
• Deliver product training sessions for both internal teams and external clients.
• Follow established best practices, policies, SLAs, and technical documentation standards.
• Contribute to the creation and maintenance of internal and external documentation in partnership with the Knowledge Resources Team.
• Advocate for customers’ needs and provide feedback to the Business Unit Manager.
• Provide high level customer service as the initial point of contact for reciProfity retailers.
• Collaborate with the Business Unit Manager to identify and prioritize product features and enhancements.
• Create detailed bug reports and feature requests based on customer feedback and support interactions.
• Work with the Business Unit Manager to design new features with the customer workflow in mind.
• Assist customers during Beta testing phases and compile actionable feedback for development.
• Provide back up support to the QA Engineer as needed.