PAR Retail (formerly Stuzo)

Position Summary: 

The Retailer Support Representative is responsible for providing comprehensive technical and operational support to retailer partners across multiple client programs. This role requires flexibility and adaptability as agents support various customer accounts and may be assigned to new client programs as the company grows.

Key Responsibilities: 

Agents in this role handle both incoming and outgoing communications to ensure complete issue resolution.

• First Point of Contact: Act as the primary support contact for retailer inquiries across all active client programs
• Kiosk Troubleshooting (Touchpoint Support): Diagnose and resolve device power issues, network connectivity problems, scanner/printer malfunctions, and payment device errors
• Loyalty Program Support: Address loyalty program issues and provide general app support to retailers
• Marathon POS Configuration Support: Provide basic setup guidance, verify configurations, and coordinate with the support team for complex POS requests
• CRM Ticket Management: Triage and respond to support inquiries, accurately documenting issue details, troubleshooting steps, and resolutions
• Knowledge Base Utilization: Apply macros, KB articles, and established troubleshooting flows to resolve common issues efficiently
• Guided Troubleshooting: Walk retailers through common fixes including kiosk reboots, connectivity checks (Wi-Fi/Ethernet/VPN), and app reinstall or settings verification
• Outgoing Communication: Proactively contact retailers and on-site personnel to gather additional information, verify issue resolution, and coordinate troubleshooting steps, or to reach the other aim defined by the project.
• Multi-Project Coverage: Provide support across all active client programs (currently Touchpoint and Marathon ARCO Rewards) with readiness to support new customers as onboarded
• Escalation Management: Escalate tickets appropriately to Platform Support, Engineering, or Hardware Ops when issues fall outside first-contact resolution scope
• L1 Escalation Handling: Receive and resolve escalated cases from Level 1 members support team, providing guidance and advanced troubleshooting
• Documentation Maintenance: Collaborate with internal teams to keep support documentation current and identify gaps in the knowledge base
• Continuous Learning: Participate in ongoing training to stay informed on product updates, configuration changes, and support processes

Qualifications: 

• 1+ year of experience in customer support, help desk, or technical troubleshooting roles 
• Familiarity with kiosk systems, POS hardware, or retail environments preferred 
• Basic understanding of network troubleshooting (Wi-Fi, Ethernet, VPN, static IP) 
• Ability to manage multiple cases at once while staying organized and responsive 
• Excellent communication skills — able to clearly explain solutions to both technical and non-technical users 
• Experience with Freshdesk, Jira, or similar ticketing tools is a plus 
• Exposure to MDM tools and payment hardware is helpful but not required 

Schedule: 

• Mon-Fri 9am-6pm ET

Who We Are

PAR Retail, with its Open Commerce® product suite and patent pending Wallet Steering® System, empowers Convenience & Fuel Retailers to gain more share of wallet and customer lifetime value than possible with any other solution provider. Stuzo’s unified Open Commerce product suite consists of: Activate for Intelligent 1:1 Loyalty, Transact for Contactless Commerce, and Experience for Cross-Channel Customer Experiences. Stuzo’s solutions are supported by a set of subscription-based program management services and are contractually backed by its 1.5X Performance Guarantee.  

Position Summary: 

The Member Support Representative serves as the frontline support contact for members participating in loyalty programs powered by our platform. This role requires confident communication, empathetic problem-solving, and the ability to assist members via phone, email, and chat. You'll help resolve issues related to app functionality, loyalty program questions, account verification, and rewards redemptions, including processing balance adjustments when appropriate. 

Key Responsibilities: 

• Confidently communicate with members across channels (phone, email, chat), providing timely and professional responses. 
• Troubleshoot and resolve questions related to loyalty accounts, mobile app access, account linking, and program participation. 
• Process loyalty balance adjustments within established guidelines, ensuring member satisfaction while balancing business needs. 
• Educate members on program benefits, app features, and how to get the most out of their loyalty experience. 
• Follow internal workflows to escalate complex issues to retailer support or platform teams as needed. 
• Maintain accurate and complete documentation of all member interactions in the ticketing system. 
• Uphold service-level agreements for first response time and resolution, adapting tone and messaging to fit the situation. 

• Support high-volume periods and marketing campaigns with poise and efficiency. 

   

Requirements: 

• Prior experience in a customer-facing role (call center, email, or chat support preferred). 
• Proficiency in spoken and written English is required to ensure clear and effective communication with members. 
• Strong written and verbal communication skills. Able to explain technical and program-related concepts clearly to a non-tech-savvy audience. 
• Comfortable handling difficult conversations and turning negative experiences into positive outcomes. 
• High attention to detail and a knack for identifying patterns in support issues. 
• Familiarity with CRM systems (FreshDesk, Zendesk, Salesforce, etc.), mobile apps, loyalty programs, or digital customer experiences is a plus. 

• A team-first attitude with the ability to multitask in a fast-paced, member-focused environment. 

   

Success Traits: 

• Confidence & Empathy: Projects assurance while staying patient and solution oriented. 
• Adaptability: Thrives in changing environments with varying support topics and priorities. 
• Ownership: Takes responsibility for delivering a great experience with minimal supervision. 

• Clarity: Communicates precisely, keeping the member informed throughout. 

   

 Schedule: 

• Minimum of 32 hours per week (Monday-Sunday), with scheduling based on business needs. 
• Availability during holidays is required. 

• Covering business hours between 6am – 6pm ET (we have different shifts).

   

  We offer:

• Long-term employment;
• Competitive compensation with regular performance based salary and career development reviews;
• Flexible working hours;
• Unique and friendly environment where everyone can explore and learn new technologies.

Who We Are

PAR Retail, with its Open Commerce® product suite and patent pending Wallet Steering® System, empowers Convenience & Fuel Retailers to gain more share of wallet and customer lifetime value than possible with any other solution provider. PAR Retail’s unified Open Commerce product suite consists of: Activate for Intelligent 1:1 Loyalty, Transact for Contactless Commerce, and Experience for Cross-Channel Customer Experiences. PAR Retail’s solutions are supported by a set of subscription-based program management services and are contractually backed by its 1.5X Performance Guarantee.

Technology Stack:

Ruby, Ruby on Rails, Postgres, Redis, Sidekiq, GraphQl, RabbitMQ

Requirements:

- Practical experience building systems in Ruby on Rails

- At least 6 years industry experience or equivalent

- Experience building and maintaining backend APIs, including design, implementation, evolution, and maintenance

- Familiarity with TypeScript, or similar modern strongly-typed language

- Proficiency using a variety of database technologies, both relational and non-relational

- Strong understanding and familiarity with CI/CD pipelines and automated tests

- An ability to work in service-based architectures as well as well-factored Rails monolith applications

- Highly independent and able to effectively self-organize and prioritize work

- The ability to write clean code, and the discipline to write effective automated tests to deliver high-quality system improvements

- An ability to effectively break down larger bodies of work for delivery as a series of small, self-contained changes to the system

- Excellent spoken and written communication skills

- BS/MS degree in Computer Science, Engineering, or equivalent years of professional working experience

Bonus Points

- Experience with NodeJS and React

- Experience in the retail and/or fuel & convenience industries

- Experience working in distributed teams

- Experience with Nest.js and/or GraphQL

- Readiness to work in the ET (US) time zone

Responsibilities:

- Collaborate closely with other Engineers, design and implement new functionality based on product objectives and requirements.

- Work with the broader product engineering team to plan and coordinate feature and functionality improvements, as well as resolve bugs and execute technical enhancements, that cross-cut large parts of our platform.

- Work to continually learn, improve technology skills, expand knowledge of the our platform technologies, and gain increasing versatility across the breadth of our platform systems.

- Expand APIs and business logic, and as needed write or revise customer-facing API documentation.

- Work with our infrastructure team to enable and enhance highly-available, performant, and well-instrumented backend applications and services that run in our customer environments at substantial scale.

- Support operations and infrastructure teams for issue resolution on relevant applications or services running in production environments.

PAR Retail Offers:

- Long-term employment;

- Competitive compensation with regular performance-based salary and career development reviews;

- Paid vacations and sick leaves;

- Health insurance program;

- Flexible working hours;

- Sponsored company educational program, corporate library;

- Comfortable and cozy office;

- Funny celebrations, team outings, and company events;

- A unique and friendly environment where everyone can explore and learn new technologies.