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)
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.
Apply Now
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.
Apply Now