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) 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 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. Offices: (Mexico);