Onboarding Specialist, Linga

Summary: PNC is a financial services company that values its people as its greatest differentiator. The Onboarding Specialist role involves guiding new clients through the onboarding process for Linga rOS, including hardware installation, training, and ensuring a smooth transition into daily system usage. Responsibilities: - Guide new restaurant and retail clients through the full Linga rOS onboarding process from kickoff to go-live - Conduct onboarding kickoff calls to review hardware, software licensing, menu requirements, and network readiness - Perform remote hardware installation and configuration, including PAX devices, printers, Android devices, iPads, KDS, and network components - Serve as the primary point of contact for clients during onboarding, ensuring clear communication and timely project updates - Review and validate all menu data, modifiers, pricing, taxes, dual-pricing settings, and payment processing configurations - Coordinate VAR submissions and ensure payment terminals and payment processing setups are completed accurately - Provide training on Linga rOS POS, KDS, Kiosk, Inventory, Loyalty, QR ordering, and online ordering features as needed - Manage network sign-off requirements and collaborate with customers to ensure proper infrastructure prior to installation - Track project milestones, identify delays or risks, and escalate issues to management when necessary - Support clients during their scheduled go-live, ensuring a smooth transition into daily system usage - Provide continued onboarding support for 30 days after go-live, ensuring system adoption and addressing post-launch adjustments - Record detailed case notes, documentation, and follow-up actions in CRM systems - Collaborate closely with Sales, Support, and Onboarding Leadership to ensure handoff consistency and customer success - Maintain a high level of product expertise on Linga modules, hardware compatibility, and best practices for deployment - Deliver an exceptional customer experience by understanding customer needs, resolving challenges, and ensuring long-term success Required Qualifications: - Experience in software onboarding, technical support, customer success, or restaurant/retail POS implementation - Strong understanding of POS systems, payment processing, and hardware components (iPads, printers, PAX devices, KDS, network equipment) - Ability to troubleshoot technical issues related to hardware, software, and network configurations - Excellent communication skills with the ability to explain technical concepts in an easy-to-understand manner - Strong organizational and project management skills, with the ability to manage multiple onboarding projects simultaneously - Comfortable working in a fast-paced environment with shifting priorities and deadlines - Proficiency with CRM tools, ticketing systems, and basic data entry/documentation standards - High attention to detail and strong problem-solving abilities - Ability to work independently as well as collaboratively across Sales, Support, and Leadership teams - A customer-first mindset with a passion for helping businesses successfully adopt new technology - Roles at this level typically require a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program - In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered - Bachelors Preferred Qualifications: - Experience working with customers in hospitality, retail, or restaurant environments - Analytical Thinking - Change Management - Customer Solutions - Data Analytics - Financial Processes - Organizational Analysis - Storytelling - Waterfall Model - Accuracy and Attention to Detail - Application Delivery Process - Consulting - Effective Communications - Knowledge Of Product Line - Managing Multiple Priorities - Operational Functions - Problem Management Process - Standard Operating Procedures Required Skills: Software onboarding, Technical support, Customer success, POS systems, Payment processing, Hardware components, Network configuration troubleshooting, CRM tools, Ticketing systems, Data entry/documentation, Project management Benefits: Medical/prescription drug coverage (with a Health Savings Account feature), Dental and vision options, Employee and spouse/child life insurance, Short and long-term disability protection, 401(k) with PNC match, Pension and stock purchase plans, Dependent care reimbursement account, Back-up child/elder care, Adoption, surrogacy, and doula reimbursement, Educational assistance, including select programs fully paid, A robust wellness program with financial incentives, Maternity and/or parental leave, Up to 11 paid holidays each year, 9 occasional absence days each year, unless otherwise required by law, Between 15 to 25 vacation days each year, depending on career level