Support Analyst, Level 1

Overview

Support Analyst, Level 1 provides back-office software support to restaurant clients using PAR OPS and works to resolve issues and concerns.

What you'll do

• Learn PAR OPS to become a subject matter expert.
• Receive and respond to support requests from restaurant managers via calls and emails.
• Diagnose, troubleshoot, and escalate issues to Concierge Services and Level 2 Support as needed.
• Create, manage, and prioritize support requests in Service Cloud ticket tracking.
• Contribute articles to the internal knowledge base and update SharePoint tracking pages.
• Analyze root causes and resolve technical issues, often under time constraints.

What you'll need

• Comfort working in a dynamic, agile technical organization with an expanding customer base.
• Restaurant management background with some experience working with POS and/or back-office programs.
• Strong oral and written communication skills for client-facing emails and internal messaging.
• Excel knowledge including filtering, sorting, and analyzing data.
• Experience working with technology in the Hospitality industry (preferred: 2–3 years).
• Must be self-motivated and able to work independently and with a team.
• Attention to detail and organizational skills; ability to see the larger picture.

Details

• Work mode: Remote United States.
• Shift: Monday–Friday 12 PM–9 PM EST or Monday–Friday 10 AM–7 PM EST.
• Reports to: Manager, Client Support.