Support Analyst, Level 1

About Our Client

For over 40 years, the organization has specialized in restaurant technology, providing software and hardware solutions that support operations for more than 100,000 restaurants across over 110 countries. Their offerings include point-of-sale systems, digital ordering, loyalty programs, back-office software, and hardware designed to enhance customer experience and operational efficiency.

About the Opportunity

The Support Analyst, Level 1 plays a key role in assisting restaurant clients with the organization's back-office software, PAR OPS. This position is responsible for becoming a subject matter expert to provide high-quality support, helping clients optimize daily restaurant operations through issue resolution and collaboration with support teams.

Responsibilities

• Collaborate with senior analysts, team leads, and management for guidance on daily tasks
• Respond to support requests from restaurant managers via calls and emails
• Diagnose and troubleshoot issues, escalating to higher-level support when necessary
• Manage support tickets using Service Cloud
• Contribute to and maintain internal knowledge bases and SharePoint resources
• Use multiple software tools including Data Central, Microsoft Office suite, RightAnswers, and Service Cloud
• Analyze root causes of technical issues and resolve challenges under time constraints

Requirements

• Comfortable working in a dynamic, agile technical environment
• Experience in restaurant management and familiarity with POS or back-office software preferred
• Technical degree, certifications, or equivalent experience preferred
• 2-3 years of technology experience in the hospitality industry preferred
• Strong customer service skills with a problem-solving mindset
• Excellent written communication skills (primarily email) and strong verbal skills
• Commitment to ongoing learning of technical and interpersonal skills
• Ability to work independently and collaboratively
• Strong attention to detail and organizational skills
• Proficient with Microsoft Office, especially Excel functions like filtering and sorting
• Goal-oriented with a sense of urgency