Customer Support Specialist - Hospitality Industry Remote

About the Role

We are seeking a dedicated Customer Support Specialist to join our team in the hospitality industry. This remote position offers you the chance to make a significant impact from day one by delivering high-quality support to our customers. As a key member of our team, you will explore new technologies and develop processes that enhance our service delivery.

What You'll Do

• Assist customers in resolving issues on our platform and keep them informed about ticket progress.
• Utilize internal tools to troubleshoot customer-reported tickets effectively.
• Translate technical information from our development teams into language that customers can easily understand.
• Analyze data discrepancies across multiple tools to ensure accuracy based on customer inquiries.
• Build and optimize dynamic SQL scripts to maintain data integrity and support enterprise reporting.
• Collaborate with Customer Support Analysts to address technical resource requests.
• Work closely with development teams on Connex, CIS, API, and Insights products to resolve customer issues.
• Empathize with customers and take pride in providing resolutions to their submitted tickets.

Requirements

• 3-5 years of remote application support experience.
• 2-4 years of customer-facing experience, preferably in the hospitality industry.
• Proficiency in Java (basic), JavaScript (basic), Python (intermediate), SQL (advanced), JSON (intermediate), and XML (basic).
• Understanding of REST APIs and troubleshooting capabilities.
• Prior experience with POS systems such as Toast, Aloha, Brink, or Simphony.
• Able to thrive in a fast-paced environment with competing priorities.
• Strong ability to prioritize tasks based on business impact.
• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• Excellent written and verbal communication skills in English (Upper-Intermediate level).

Nice to Have

• Experience working with distributed/remote teams across multiple time zones.
• Familiarity with data transformation solutions for Snowflake.
• Experience with Jira, Confluence, and Zendesk.
• Knowledge of AWS and Airtable.
• Prior experience with CIS systems like Netsuite, Workday, or Quickbooks.
• Able to troubleshoot networking and communication protocols.
• Experience supporting the restaurant, convenience store, or grocery industry.

What We Offer

• Comprehensive global benefits package.
• Technical and non-technical training for professional and personal growth.
• Support and mentorship from experienced employees.
• Internal startup incubator for innovative projects.
• Health insurance and English courses.
• Flexible work options, including remote and hybrid opportunities.
• Referral program for bringing in new talent.
• Work anniversary program and additional vacation days.