Customer Support Specialist (Hospitality)

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. Working hours aligned with Central European Time, with availability until 9 PM CET.

Technologies

• SQL


• Python


• JSON


• REST APIs


• POS systems (Toast, Aloha, Brink, Simphony)


• 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 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;


• Ability to work up to 9 PM CET timezone;

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.