Support Analyst, Level 1

🔥 0 minutes ago

🌽 Illinois, New York, +3 more states – Remote

🌽 Illinois – Remote 🗽 New York – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

💵 $57k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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PAR Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1982

🏢 Enterprise

☁️ SaaS

Hospitality • Enterprise • SaaS

PAR Technology is a company that provides a comprehensive suite of technology solutions aimed at the restaurant and hospitality industries. Their offerings include point of sale (POS) systems, digital ordering platforms, payment services, and customer loyalty solutions. PAR Technology aims to streamline restaurant operations through cloud-based technologies that improve speed of service, reduce wait times, and enhance the overall guest experience. They cater to various settings such as quick service, fast-casual, cinemas, casinos, theme parks, hospitality establishments, and convenience stores. By integrating various processes from front of house to back of house, PAR Technology supports a unified commerce experience for enterprises and businesses aspiring for growth.

📋 Description

• Work collaboratively with Senior Analysts, Team Leads, and Management who will provide oversight and guidance for day-to-day duties • Receive and respond to support requests (calls and emails) from restaurant managers experiencing challenges utilizing PAR OPS in their day-to-day operations • Diagnose, troubleshoot, and escalate issues to Concierge Services and Level 2 Support analysts as needed • Create, manage, and prioritize support requests through our ticket tracking software, Service Cloud • Contribute articles to internal knowledge base and upload relevant information to internal SharePoint page to keep all tracking systems up to date • Utilize a variety of programs to complete job functions including Data Central, Microsoft Office (OneNote, Teams, SharePoint, Outlook, etc.), RightAnswers, and Service Cloud • Address technical issues by analyzing root causes, making informed decisions to resolve challenges often under time constraints

🎯 Requirements

• Comfortable in a dynamic, agile atmosphere of a technical organization with an expanding customer base • The ideal applicant will have a restaurant management background with some experience working with POS and/or back-office programs • Technical degree, certifications or equivalent experience preferred • 2 - 3 years’ experience working with technology in the Hospitality industry preferred • Previous restaurant management experience preferred • An unreasonably strong customer service heart, along with the drive to solve problems rather than just close tickets • Effective communicator with emphasis on written communication in both client facing emails and internal messaging systems • Excellent written communication skills (75% email support) and strong verbal communication skills (25% phone support) • A passion for continued education (growing both technical and interpersonal skills) • An independent problem solver who enjoys finding solutions and proactively seeks out team collaboration • Must be self-motivated with the ability to work independently as well as with a team • Highly developed attention to detail and organizational skills; ability to see the larger picture • Skill with Microsoft Office products, specifically basic Microsoft Excel knowledge (filtering, sorting, and analyzing data) • Sense of urgency and goal-oriented mindset with the desire to succeed.

🏖️ Benefits

• Equal employment opportunities (EEO) • Reasonable accommodations for individuals with disabilities