Tendril

Our partner is a rapidly growing company and is adding key talent to its routing team. As our list of client schools and partner vendors grows, the need for a knowledgeable, streamlined, and hard-working team of routing analysts is increasingly important to our business. As such, candidates will have the ability to contribute greatly to the direction and operation of this team and business function. The role also has tremendous potential for growth and qualified candidates may also have immediate opportunities to support our client’s efforts to push our routing systems and technology into the future. The ideal candidate is a quick learner, is self-motivated, is analytically gifted, has a drive for creative optimization and automation, and can manage data processes from beginning to end. The candidate will be able to handle a variety of routing-related tasks including but not limited to: creating and maintaining routes in various routing software, optimizing and streamlining existing routing configurations, importing and exporting data between various routing platforms, and helping partner schools plan strategically to build sustainable and efficient transportation systems. As a key member to a growing team, we’re looking for someone that is enthusiastic, willing to bring new ideas, and looking to learn and grow alongside the company. The Routing Analyst will: - Initialize, configure, and maintain routes in routing software systems. These include components such as: maps, boundaries, school parameters, transportation policies and students – training is provided for routing software used. - Loads and edits map, student and transportation data within routing software systems. Recognizes and resolves issues associated with data imports, data quality, etc. - Coordinate routing updates and change requests across multiple locations. - Work alongside our school Account Managers to identify efficient solutions to new requests and strategic initiatives from our partner schools. - Work with other team members to analyze current routing configurations, identifying areas for optimization and/or improvement. - Monitor routing KPIs and adjust strategies and actions in response to data - Act as a point-of-contact for routing-related strategic initiatives across the business QUALIFICATIONS AND EXPERIENCE: The candidate should have education and/or experience working with software and leveraging data to draw insights and manage performance. The candidate should be detail oriented and self-motivated in order to drive business processes to completion. The requirements for this position are: - Education: Bachelor’s degree or equivalent experience. - Experience: 0-2 years of experience in a related field. Experience in a routing department in the education or transportation space desired but not required. Required Qualifications: - Some experience with Microsoft Excel and Google Sheets - Comfort with data in general, metrics, and data visualizations - Experience with and understanding of concepts of performance management and continuous improvement - Impeccable attention to detail, and ability to maintain the highest standards of data integrity and quality - Ability to learn new systems and technologies quickly - Must have the ability to work in a dynamic team environment that is cross-functional and collaborative - Self-motivated, with the ability to work independently and with minimal supervision Preferred Qualifications: - Experience with routing softwares like VersaTrans/Traversa, Edulog, or others - Experience working with schools and/or school transportation COMPENSATION: $TBD - depending on experience and education. Job Type: Full Time / Remote

Networking Tier 2 Support Operations Location: Remote Reports To: Team Lead & Operations Manager Employment Type: Full Time ROLE PURPOSE The Networking Support Specialist is responsible for supporting and maintaining customer network environments across restaurant technology systems. This role focuses on configuring, monitoring, troubleshooting, and escalating network related issues while helping ensure stable performance across routers, switches, POS systems, and other connected hardware. This person will work closely with customers, vendors, and internal teams to resolve issues efficiently and maintain accurate documentation of network setups and changes. PRIMARY FUNCTION - Support and maintain customer network environments - Gather complete and accurate technical information during intake - Troubleshoot and resolve networking issues within scope - Triage and prioritize based on urgency and business impact - Escalate internally or to vendors with full documentation when required - Maintain network documentation and cabling records - Follow up with customers and vendors to drive resolution - Monitor network performance and surface recurring issues Networking specialists are responsible for maintaining stable customer environments and ensuring networking issues are resolved, documented, or escalated with clarity and accuracy. KEY RESPONSIBILITIES Network Support & Issue Intake - Serve as a support resource for inbound networking related issues across customer environments - Capture critical details including impacted devices, affected systems, symptoms, troubleshooting performed, and urgency - Document all findings, actions taken, and next steps thoroughly in the ticketing system - Set clear expectations with customers regarding resolution steps, follow up, and escalation timelines Network Configuration & Hardware Support - Install, configure, and maintain network equipment including routers, switches, access points, POS related network hardware, and other connected devices - Support customer environments with setup, replacement, and ongoing maintenance of networking hardware - Assist with physical hardware troubleshooting as it relates to connectivity and network performance - Ensure equipment is configured according to company and customer standards Network Monitoring, Troubleshooting & Escalation Resolve networking issues using established workflows, troubleshooting tools, and technical expertise, including: - LAN and WAN connectivity issues - Router, switch, and access point troubleshooting - VLAN, subnetting, and IP related issues - POS connectivity and network communication failures - Cabling and physical layer troubleshooting - Vendor coordination and escalation for advanced networking problems Attempt timely resolution whenever possible while maintaining quality, accuracy, and proper escalation judgment. Documentation & Network Records - Prepare and maintain accurate documentation for network configurations, device inventories, and cabling layouts - Update internal documentation as network changes are made or new information becomes available - Ensure escalations and handoffs include complete technical context for efficient follow through - Maintain organized records that support troubleshooting, onboarding, and long term customer support Customer & Vendor Communication - Communicate clearly, calmly, and professionally with customers, vendors, and internal teams - Follow up by phone, email, or web chat to provide updates and move issues toward resolution - Coordinate with third party vendors when additional support or access is needed - Build trust with customers through clear communication, technical confidence, and dependable follow through System Performance & Support Standards - Monitor customer networks to identify issues, improve performance, and support overall system stability - Proactively surface recurring issues, risks, or opportunities for improvement - Maintain strong ticket hygiene and ownership of open networking issues - Support team standards for response times, documentation quality, and escalation readiness WHAT SUCCESS LOOKS LIKE - Clear, complete networking tickets with minimal rework - Accurate troubleshooting and timely escalation of network issues - Stable and reliable network performance across supported environments - Network hardware is installed and configured correctly - Customers feel confident in the support provided - Escalations are clear and require no additional clarification - Documentation is accurate and kept up to date - Recurring network issues are identified and surfaced proactively QUALIFICATIONS Required - 3 or more years of experience in network support, network administration, or a related role - Strong understanding of TCP/IP, subnetting, VLANs, routing, and general network design principles - Experience troubleshooting wired and wireless network issues in real world environments - Solid understanding of structured cabling systems, including installation, termination, and troubleshooting - Familiarity with network troubleshooting tools and standard diagnostic techniques - Strong written and verbal communication skills with the ability to explain technical issues clearly - Ability to manage multiple priorities and follow through on open issues in a fast paced support environment Preferred - Experience working with Unifi, Meraki, and Omada environments - Completion of CCNA coursework or similar networking training - Industry certifications such as CCNA or structured cabling certifications are a plus - Experience supporting restaurant technology environments, including POS systems and related peripherals, is a plus Who We Are At Science On Call, we help restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. We are problem-solvers, collaborators, and lifelong learners, passionate about helping our customers succeed. Our Core Values: 🙏 Be Human – Show up every day with humility, empathy, and generosity. 🙌 Own Your Limits – Be honest, ask for help, and trust the team. 💡 Seek Solutions – Bring solutions (rather than problems) to the table. 🚀 Sustain a Growth Mindset – See potential, keep learning, aspire.

Our partner is a rapidly growing company and is adding key talent to its routing team. As our list of client schools and partner vendors grows, the need for a knowledgeable, streamlined, and hard-working team of routing analysts is increasingly important to our business. As such, candidates will have the ability to contribute greatly to the direction and operation of this team and business function. The role also has tremendous potential for growth and qualified candidates may also have immediate opportunities to support our client’s efforts to push our routing systems and technology into the future. The ideal candidate is a quick learner, is self-motivated, is analytically gifted, has a drive for creative optimization and automation, and can manage data processes from beginning to end. The candidate will be able to handle a variety of routing-related tasks including but not limited to: creating and maintaining routes in various routing software, optimizing and streamlining existing routing configurations, importing and exporting data between various routing platforms, and helping partner schools plan strategically to build sustainable and efficient transportation systems. As a key member to a growing team, we’re looking for someone that is enthusiastic, willing to bring new ideas, and looking to learn and grow alongside the company. The Routing Analyst will: - Initialize, configure, and maintain routes in routing software systems. These include components such as: maps, boundaries, school parameters, transportation policies and students – training is provided for routing software used. - Loads and edits map, student and transportation data within routing software systems. Recognizes and resolves issues associated with data imports, data quality, etc. - Coordinate routing updates and change requests across multiple locations. - Work alongside our school Account Managers to identify efficient solutions to new requests and strategic initiatives from our partner schools. - Work with other team members to analyze current routing configurations, identifying areas for optimization and/or improvement. - Monitor routing KPIs and adjust strategies and actions in response to data - Act as a point-of-contact for routing-related strategic initiatives across the business QUALIFICATIONS AND EXPERIENCE: The candidate should have education and/or experience working with software and leveraging data to draw insights and manage performance. The candidate should be detail oriented and self-motivated in order to drive business processes to completion. The requirements for this position are: - Education: Bachelor’s degree or equivalent experience. - Experience: 0-2 years of experience in a related field. Experience in a routing department in the education or transportation space desired but not required. Required Qualifications: - Some experience with Microsoft Excel and Google Sheets - Comfort with data in general, metrics, and data visualizations - Experience with and understanding of concepts of performance management and continuous improvement - Impeccable attention to detail, and ability to maintain the highest standards of data integrity and quality - Ability to learn new systems and technologies quickly - Must have the ability to work in a dynamic team environment that is cross-functional and collaborative - Self-motivated, with the ability to work independently and with minimal supervision Preferred Qualifications: - Experience with routing softwares like VersaTrans/Traversa, Edulog, or others - Experience working with schools and/or school transportation COMPENSATION: $TBD - depending on experience and education. Job Type: Full Time

Networking Tier 2 Support Operations Location: Remote Reports To: Team Lead & Operations Manager Employment Type: Full Time ROLE PURPOSE The Networking Support Specialist is responsible for supporting and maintaining customer network environments across restaurant technology systems. This role focuses on configuring, monitoring, troubleshooting, and escalating network related issues while helping ensure stable performance across routers, switches, POS systems, and other connected hardware. This person will work closely with customers, vendors, and internal teams to resolve issues efficiently and maintain accurate documentation of network setups and changes. PRIMARY FUNCTION - Support and maintain customer network environments - Gather complete and accurate technical information during intake - Troubleshoot and resolve networking issues within scope - Triage and prioritize based on urgency and business impact - Escalate internally or to vendors with full documentation when required - Maintain network documentation and cabling records - Follow up with customers and vendors to drive resolution - Monitor network performance and surface recurring issues Networking specialists are responsible for maintaining stable customer environments and ensuring networking issues are resolved, documented, or escalated with clarity and accuracy. KEY RESPONSIBILITIES Network Support & Issue Intake - Serve as a support resource for inbound networking related issues across customer environments - Capture critical details including impacted devices, affected systems, symptoms, troubleshooting performed, and urgency - Document all findings, actions taken, and next steps thoroughly in the ticketing system - Set clear expectations with customers regarding resolution steps, follow up, and escalation timelines Network Configuration & Hardware Support - Install, configure, and maintain network equipment including routers, switches, access points, POS related network hardware, and other connected devices - Support customer environments with setup, replacement, and ongoing maintenance of networking hardware - Assist with physical hardware troubleshooting as it relates to connectivity and network performance - Ensure equipment is configured according to company and customer standards Network Monitoring, Troubleshooting & Escalation Resolve networking issues using established workflows, troubleshooting tools, and technical expertise, including: - LAN and WAN connectivity issues - Router, switch, and access point troubleshooting - VLAN, subnetting, and IP related issues - POS connectivity and network communication failures - Cabling and physical layer troubleshooting - Vendor coordination and escalation for advanced networking problems Attempt timely resolution whenever possible while maintaining quality, accuracy, and proper escalation judgment. Documentation & Network Records - Prepare and maintain accurate documentation for network configurations, device inventories, and cabling layouts - Update internal documentation as network changes are made or new information becomes available - Ensure escalations and handoffs include complete technical context for efficient follow through - Maintain organized records that support troubleshooting, onboarding, and long term customer support Customer & Vendor Communication - Communicate clearly, calmly, and professionally with customers, vendors, and internal teams - Follow up by phone, email, or web chat to provide updates and move issues toward resolution - Coordinate with third party vendors when additional support or access is needed - Build trust with customers through clear communication, technical confidence, and dependable follow through System Performance & Support Standards - Monitor customer networks to identify issues, improve performance, and support overall system stability - Proactively surface recurring issues, risks, or opportunities for improvement - Maintain strong ticket hygiene and ownership of open networking issues - Support team standards for response times, documentation quality, and escalation readiness WHAT SUCCESS LOOKS LIKE - Clear, complete networking tickets with minimal rework - Accurate troubleshooting and timely escalation of network issues - Stable and reliable network performance across supported environments - Network hardware is installed and configured correctly - Customers feel confident in the support provided - Escalations are clear and require no additional clarification - Documentation is accurate and kept up to date - Recurring network issues are identified and surfaced proactively QUALIFICATIONS Required - 3 or more years of experience in network support, network administration, or a related role - Strong understanding of TCP/IP, subnetting, VLANs, routing, and general network design principles - Experience troubleshooting wired and wireless network issues in real world environments - Solid understanding of structured cabling systems, including installation, termination, and troubleshooting - Familiarity with network troubleshooting tools and standard diagnostic techniques - Strong written and verbal communication skills with the ability to explain technical issues clearly - Ability to manage multiple priorities and follow through on open issues in a fast paced support environment Preferred - Experience working with Unifi, Meraki, and Omada environments - Completion of CCNA coursework or similar networking training - Industry certifications such as CCNA or structured cabling certifications are a plus - Experience supporting restaurant technology environments, including POS systems and related peripherals, is a plus Who We Are At Science On Call, we help restaurants thrive by ensuring their technology works seamlessly from POS systems to network operations. We are problem-solvers, collaborators, and lifelong learners, passionate about helping our customers succeed. Our Core Values: 🙏 Be Human – Show up every day with humility, empathy, and generosity. 🙌 Own Your Limits – Be honest, ask for help, and trust the team. 💡 Seek Solutions – Bring solutions (rather than problems) to the table. 🚀 Sustain a Growth Mindset – See potential, keep learning, aspire.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Tendril is seeking a proactive and relationship-driven Remote Customer Success Specialist (CSS) to support and grow our client partnerships. The ideal candidate combines customer success expertise with a strong sales mindset, ensuring customers not only achieve their goals but also recognize the full value of Tendril’s solutions. This role is critical in bridging customer support, account growth, and retention. A successful CSS will proactively engage customers, identify opportunities for expansion, and help drive long-term client satisfaction and revenue growth. Candidates with sales, account management, or business development backgrounds are strongly encouraged to apply, as the role requires comfort discussing value, uncovering opportunities, and supporting upsell and expansion initiatives. Key Responsibilities - Customer Relationship Management - Build and maintain strong relationships with assigned customer accounts. - Act as the primary point of contact for customers post-sale. - Ensure customers are successfully onboarded and continuously receiving value from Tendril’s services. - Customer Success & Retention - Monitor customer health and proactively address risks or challenges. - Conduct regular check-ins and business reviews with clients. - Identify opportunities to improve customer outcomes and satisfaction. - Sales-Oriented Account Growth - Leverage a sales mindset to identify upsell and cross-sell opportunities. - Partner with the sales team to expand accounts and drive additional revenue. - Understand client business goals and position Tendril’s solutions accordingly. - Customer Advocacy - Gather and communicate customer feedback to internal teams. - Advocate for client needs while balancing company objectives. - Support case studies, testimonials, and customer references when appropriate. - Operational Excellence - Maintain accurate customer records and engagement notes in CRM systems. - Track success metrics, renewal timelines, and engagement activity. - Collaborate closely with sales, operations, and leadership teams. Qualifications - 2+ years of experience in Customer Success, Account Management, or Client Services. - Sales background or sales-driven mindset strongly preferred. - Demonstrated ability to manage client relationships and drive retention. - Strong communication and presentation skills. - Ability to identify opportunities for account expansion. - Comfortable working with CRM tools and customer success platforms. - Strong problem-solving skills and a proactive approach. Preferred Qualifications - Experience in SaaS, lead generation, or sales development environments. - Previous experience working closely with sales teams or revenue operations. - Track record of upselling or expanding client accounts. - Experience managing multiple client relationships simultaneously. Key Skills - Relationship building - Sales acumen - Strategic thinking - Customer advocacy - Communication and negotiation - Data-driven decision making Benefits - Be part of a growing, fast-moving team focused on delivering measurable results for clients. - Opportunity to directly impact customer success and revenue growth. - Work in a collaborative environment where customer insight drives strategy.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing technical support for restaurant technology, ensuring systems run smoothly and efficiently. - Answer SMS, emails, and tickets promptly - Gather complete and accurate information during intake - Triage and prioritize based on urgency and business impact - Resolve routine technical requests within Tier 1 scope - Escalate internally with full documentation when required - Maintain queue hygiene and SLA alignment - Eventually answer inbound calls Key Responsibilities - Serve as the first line of support for all inbound channels - Capture critical details including impacted system, symptoms, steps taken, and urgency - Document thoroughly in the ticketing system - Set clear expectations with customers regarding next steps - Resolve routine issues using knowledge base documentation and predefined workflows, including: - Password resets - 86 / un-86 requests - Online ordering pauses - Hours of operation updates - Basic login and user access issues - Open and fully review tickets before taking action - Validate subject line, problem statement, type, category, platform, and priority - Maintain SLA targets: - SMS First Response: Under 5 minutes - Email First Response: Under 30 minutes - Keep personal queue organized and current - Ensure escalations include full troubleshooting context - Communicate clearly, calmly, and professionally - Provide realistic timelines when escalation is required - Avoid over-promising resolution - Ensure customers feel informed and supported throughout the interaction - Utilize internal documentation consistently - Flag outdated or missing documentation - Escalate recurring issue trends to Shift Leads - Escalate complex issues to Tier 2 or SMEs with complete documentation - Notify Shift Leads of high-impact or trending issues - Avoid unnecessary Slack alerts for non-urgent issues - Support team queue health during high-volume periods What Success Looks Like - First response times consistently within SLA - Clean, complete tickets with minimal rework - Accurate prioritization and categorization - High first-contact resolution for routine issues - Customers feel confident after initial interaction - Escalations are clear and require no additional clarification Qualifications - 1–2 years of customer support or helpdesk experience - Strong phone presence and verbal communication skills - Clear written communication and documentation ability - Ability to multitask across calls, tickets, and chat - Comfortable working in high-volume environments Preferred Qualifications - Restaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.) - Zendesk experience - Slack and multi-channel support experience - Exposure to networking or online ordering platforms