Customer Support Specialist (Hospitality Industry)

Description

Summary: This role involves providing high-quality technical support to customers, troubleshooting issues, translating technical details, and collaborating with development teams in a dynamic, innovation-focused environment. Highlights: 1. Key role in delivering high-quality customer support and impacting the company 2. Opportunity to explore new technology and develop processes 3. Work side-by-side with product development teams on complex issues **Company Background** The customer is a technology leader in restaurant, foodservice, and hospitality solutions. Their focus is on developing tools that enhance business efficiency and decision\-making. The team works in a dynamic environment that fosters innovation, collaboration, and continuous learning. **Project Description** As a Customer Support Specialist, you will be a key part of making sure that we can keep delivering high\-quality support to the customers. You will be able to explore new technology and develop processes to help other team members, grow within our company and make a huge impact from day one. **Technologies** * SQL * Python * JSON * REST APIs * POS systems (Toast, Aloha, Brink, Simphony) * Java * JavaScript * XML **What You'll Do** * Help customers solve problems in the platform and keep them updated on ticket progress; * Use internal tools to troubleshoot customer reported tickets; * Translate technical details from our development teams into non\-technical language that the customers can understand; * Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that data displayed is accurate; * Build and optimize dynamic SQL scripts to maintain data integrity and support enterprise reporting; * Accept requests for Technical Resource assistance from the Customer Support Analysts on your team; * Work side\-by\-side with the development teams of our Connex, CIS, API and Insights product teams to research and resolve customer reported issues; * Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted; **Job Requirements** * 3\-5 years of remote application support experience; * 2\-4 years of customer\-facing experience in any industry, but hospitality industry is preferable; * Knowledge of Java (basic), JavaScript (basic), Python (intermediate), SQL (advanced), JSON (intermediate), and XML (basic); * An understanding of Rest APIs, including the ability to troubleshoot; * Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony to the extent that you can determine if tickets logged are an issue with the POS configuration or our Connex POS integration software; * Able to work in fast paced environment with multiple competing priorities; * Ability to prioritize tasks independently based on understanding business impact for the customer; * Bachelors Degree in Computer Science, Information Technology or similar; * Excellent interpersonal and communication skills (written and verbal); * Knowledge of English from Upper\-Intermediate; **Nice to Have** * Experience working with a distributed/remote team across multiple time zones; * Ability to successfully complete tasks within Coalesce or any similar data transformation solution for Snowflake; * Completion of Snowflake Learning Path(s): Data Engineer SQL and/or Data Analyst; * Experience with Jira, Confluence, and Zendesk; * Familiarity with AWS and Airtable; * Prior experience working with CIS systems like Netsuite, Workday, or Quickbooks; * Able to troubleshoot networking and communication protocols; * Experience supporting restaurant, convenience store, or grocery industry verticals; **What Do We Offer** The global benefits package includes: * Technical and non\-technical training for professional and personal growth; * Internal conferences and meetups to learn from industry experts; * Support and mentorship from an experienced employee to help you professional grow and development; * Internal startup incubator; * Health insurance; * English courses; * Sports activities to promote a healthy lifestyle; * Flexible work options, including remote and hybrid opportunities; * Referral program for bringing in new talent; * Work anniversary program and additional vacation days. Job Type: Full\-time Work Location: In person