Support Analyst, Level 1

The Support Analyst, Level 1 , is primarily responsible for supporting our clients that use PAR OPS as part of their daily routine inside of their restaurants. Our software is a back-office solution for restaurants that provides functionality around cost of goods, scheduling, payroll, reporting and many other operational purposes. The most important and first task you will be responsible for is learning our software to become a subject matter expert, which will allow you to provide exceptional service to our clients. A successful candidate will have outstanding oral and written communication skills with a strong passion to learn and solve problems. You will also resolve issues or address concerns directly with clients and work with others in a team environment. Our company highly values collaboration, teamwork, and positive attitudes.

Manager, Client Support

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

Additional skills:

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

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

Interview #1: Video interview with Talent Acquisition Team

Interview #2: Video interview with the Hiring Manager (via MS Teams)

Interview #3: Video interview with the Team (via MS Teams)

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact [email protected] . If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.