Software Implementation & Support Consultant (Entry Level)

Department: Customer Success

Employer

Celebrating 10 years of serving the shooting sports industry, Orchid and partner firm, Orchid Law, offer leading FFL software, firearms-friendly payment processing, and legal and regulatory services for the firearms, ammunition and explosives industries. Orchid’s POS, eCommerce, and regulatory applications, including Orchid eBound, Orchid FEL Book, and Orchid eState, accompany its expert services in ERP integration, firearms/explosives regulation, state gun laws and Firearm & Ammunition Excise Tax advisory. Get started today at orchidadvisors.com.

Minimum Expectations

Candidates must have a strong understanding of retail gun store operations.

Applicable Software Applications

• Orchid POS^TM
• Orchid eCommerce^TM
• Orchid eBound^TM

Overview

• Base Salary: $45,000 - $65,000
• Title: Software Implementation & Support Consultant (Entry Level)
• Reports to: Senior Specialist, Customer Success / Snr. Director of Customer Success
• Bonus Structure: Incentive compensation eligible
• Location: Remote - work from home
• Paid Time Off (PTO) - Three weeks of PTO plus holidays
• Other: Company computer provided and up to $30 / mo phone service expense
• Retirement Program: Eligible per benefits program after 6 months of employment. Orchid LLC will 100% match up to the first 6% of employee contribution.

Job Type, Location and Hours

• Job Type: Full-time
• Office Location: Telecommute
• Relocation: No

Job Responsibilities

The Software Implementation & Support Consultant is responsible for the following activities:

Account On-boarding

• Assist clients with the setup of new accounts including store / eCommerce creation
• Capturing information about retail store operations (registers, employees, nature of inventory, suppliers)
• Assessing hardware needs and working with the client to acquire such hardware.
• Understanding their broader eCommerce needs and soliciting the initial design intent.

Configuration and Data / File Loading

• Configuring POS and eCommerce settings
• Informing the client about relevant data file types
• Receiving and organizing Excel / CSV data files
• Reviewing and updating Excel / CSV data files
• Coordinating a regulatory review of firearms / ATF bound book data
• Assisting clients with the loading of data files (Customers, Vendors, Inventory, Gift Cards, Gunsmithing, etc)
• Coordinating initial catalogue loads, distributor integrations and third party integrations

POS / eCommerce Training

• Coordinate and calendarize client training sessions
• Setup training environments specific to the client's environment
• Train users on the use of Orchid’s software applications, hardware, and new business processes

POS / eCommerce Support

• Provide go-live and post-go-live assistance
• Resolve any issues in a timely manner; identify urgent situations and ensure a proper escalation process
• Perform test transactions to ensure that applications are working properly
• Provide ongoing support for POS / eCommerce clients

Job Qualifications

Experience

• Gun store experience
• Strong organizational skills with a deep attention to detail
• Excellent interpersonal and communication skills, including the ability to maintain control of critical and difficult customer situations

Technical / Software Qualifications

• Retail Point of Sale (POS) software
• Retail eCommerce software