Support Analyst, Level 1

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Description: 

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.

Shift:

Monday - Friday 11 AM - 8 PM EST

Position Location:

Remotely based in one of our hub locations: Austin, TX, Philadelphia, PA, Minneapolis, MN, Chicago, IL, Champaign, IL, and Central New York (Albany, Buffalo, Rochester, Syracuse, New Hartford).

Reports To: 

Manager, Client Support

What We’re Looking For:

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

Unleash your potential: What you will be doing and owning:

• 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 Process:

• 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.