Customer Support Specialist - Hospitality Solutions (Remote)

About the Role

We are seeking a dedicated Customer Support Specialist to join our team in the hospitality sector. This remote position allows you to make a significant impact from day one by providing high-quality support to our customers. You will work in a dynamic environment that fosters innovation and continuous learning, with working hours aligned with Central European Time.

What You'll Do

• Assist customers in resolving issues on the platform and keep them updated on ticket progress.
• Utilize internal tools to troubleshoot customer-reported tickets effectively.
• Translate technical details from our development teams into non-technical language for customer understanding.
• 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 provide technical resource assistance.
• Work closely with development teams to research and resolve customer-reported issues.
• Empathize with customers and take pride in finding resolutions for 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 interpersonal and 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.
• 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 with CIS systems like Netsuite, Workday, or Quickbooks.
• Able to troubleshoot networking and communication protocols.
• Experience supporting the restaurant, convenience store, or grocery industry verticals.

What We Offer

• Comprehensive global benefits package including technical and non-technical training.
• Opportunities for professional and personal growth through internal conferences and meetups.
• Support and mentorship from experienced employees.
• Access to an internal startup incubator.
• Health insurance and English courses.
• Sports activities to promote a healthy lifestyle.
• Flexible work options, including remote and hybrid opportunities.
• Referral program for bringing in new talent and additional vacation days for work anniversaries.