Job Description:

We are a leading provider of innovative hospitality point-of-sale solutions, passionate about delivering exceptional experiences for our clients and their customers. Our cutting-edge technology enables businesses in the hospitality industry to streamline their operations, enhance customer service, and drive efficiency.Please make an application promptly if you are a good match for this role due to high levels of interest.As a Tier 1 Helpdesk Analyst, you will play a crucial role in providing technical support and exceptional customer service to our clients. Your primary responsibility will be to respond to inquiries, troubleshoot software and hardware issues, and ensure the timely resolution of technical problems as per established SLA's.Responsibilities:Serve as the first point of contact for clients seeking technical assistance through various channels, including phone, email, and ticketing systems (Zendesk).Provide prompt and professional support to diagnose, troubleshoot, and resolve technical issues related to our hospitality point-of-sale software and hardware.Document all customer interactions and solutions accurately in the ticketing system, ensuring complete and detailed records of each issue.Escalate complex or unresolved problems to the appropriate Tier 2 Support or Client Success Managers while maintaining ownership and effective communication with the client.Collaborate with cross-functional teams to identify recurring technical issues, suggest process improvements, and contribute to the knowledge base.Proactively communicate with clients to provide updates, gather additional information, and ensure their satisfaction throughout the resolution process.Maintain a strong understanding of our products, services, and updates, staying up-to-date with industry trends and emerging technologies.Adhere to established service level agreements (SLAs) and strive to meet or exceed defined performance metrics.Qualifications:Associate's Degree in IT field is preferred.2-3 years of restaurant or hospitality experience with a solid track record of providing exceptional customer service.1 year of experience in an IT, customer service or helpdesk role preferred.Strong technical proficiency with troubleshooting software and hardware issues, including knowledge of point-of-sale systems and peripherals.Familiarity with networking concepts, different operating systems, and software applications commonly used in hospitality environments.Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely to non-technical individuals.Exceptional customer service skills, demonstrating patience, empathy, and the ability to handle challenging situations with professionalism.Strong problem-solving and analytical abilities, with a keen attention to detail and a methodical approach to issue resolution.Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.Benefits:Great compensation packageMedical, Dental Vision and Life insuranceFSA & HSAAbility to earn overtime and holiday payMeal and phone allowanceGenerous PTO