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)
- 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;
- 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.