L1 Support Analyst

Tabit.cloud; Plano (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation package

Medical, Dental, Vision, 401(k) with公司

Job summary

Tabit in the Dallas area is seeking an L-1 Support Analyst who understands restaurant operations and can support customers by phone, email, and chat to resolve hardware and software issues.

You will deploy configurations, stay current with Tabit's product suite, and work with operations and product teams to improve support processes; must be able to lift up to 50 pounds and work on feet for long periods.

Qualifications

• 1+ years in a full-service restaurant front-of-house role or equivalent hospitality tech support.
• Strong knowledge of restaurant technology and POS systems (Aloha, Toast, Revel, Micros, etc.).
• Experience with Zendesk or similar CRM/helpdesk tools.

Responsibilities

• Provide customer technical support by phone, email, and chat to troubleshoot issues.
• Perform menu changes and order workflow adjustments per customer instructions.
• Close service tickets per SLA and escalate urgent matters as needed.
• Assist deployment and configuration tasks and share best practices with customers.
• Collaborate with product team to stay updated on new functions benefiting customers.

Skills

Customer support

Technical troubleshooting

Networking basics

Cloud-based POS

Phone,email,chat support

Education

Bachelor's degree

Tools

Zendesk

Job description

At Tabit, we connect our passion for people, technology, and innovation to revolutionize the hospitality industry by creating cutting-edge solutions that increase the bottom line and propel businesses to the next level. We are relentless in the pursuit of opportunities that improve the future of our employees, customers, and communities, and we’re looking for people who share our DNA to join us in this exciting journey.

Our platform uses business intelligence and point of sale technology, a real-time decision support system, and mobile applications to provide 360o holistic solutions that streamline restaurant operations, extend sales opportunities, and elevate the overall experience for both operators and their customers.

We pride ourselves in delighting our clients and providing results that surpass expectations. To continue delivering on this mission, we’re looking for an L-1 Support Analyst who is enthusiastic and a self-starter that understands restaurant/hotel operations, highly technical and organized, and can work with our customers in a professional and customer-centric manner both on the phone and in person.

The L-1 Support Analyst must develop a comprehensive understanding of our solutions suite, collaborate with the operations and product teams to ensure flawless execution of the support process, help us build and improve our existing processes, and grow with us as we continue to expand.

ONLY APPLICANTS BASED IN THE GREATER DALLAS AREA WILL BE CONSIDERED AT THIS TIME.

What You'll Love to Do:

• Provide customer technical support by phone, email, and chat to identify and troubleshoot hardware and software issues.
• Perform menu changes and order workflow adjustments as per customer instructions.
• Notate and close service tickets as per service level agreements and eliminate urgent matters that require management attention.
• Gather and communicate data from multiple sources from relevant parties to provide timely solutions.
• Perform customer deployment and implementation activities (configurations, network configuration and setup, menu/item maintenance as needed), and provide best-practice coaching as related to the Tabit suite of products.
• Work with the product team to stay updated on product knowledge and be informed of new functions that can benefit all customers.

Who You Are:

• 1+ years of experience working in a full-service restaurant in a FOH role is highly desired.
• B.A/B.S or preferred but not required.
• Comprehensive experience providing technical and networking support for software, hardware, and networking related issues in addition to superior customer service & troubleshooting skills, in the restaurant technology space.
• Prior experience with legacy and cloud-based POS systems such Aloha, Digital Dining, Revel, Toast, Micros, and others.
• Must be willing to work flexible hours including overnights, weekends, and holidays.
• Demonstrated ability to learn new software solutions quickly.
• Experience in a training/implementation/technical support role.
• Ability to organize and serve the needs of multiple customer accounts. Multi-tasking and time management skills.
• Must be able to lift up to 50 pounds and be able to work on your feet for long periods of time.
• Must have excellent verbal & written communication and interpersonal skills.
• Innovative, driven, motivated, results-oriented and energetic.
• Requires excellent customer service skills with a demonstrated customer-focused, service-first attitude.
• Complex problem-solving skills and attention to detail are required.
• Possess outstanding decision making and analytical skills.
• Highly technical & sharp and understand mobile technology (iOS especially) and network infrastructure (Routers, Switches, Access Points, etc).
• Experience working with a CRM/Helpdesk tool, preferably Zendesk.

The Perks:

• Competitive compensation package
• Medical, Dental, Vision, 401(k) with company match, Life, STD, LTD, and accident insurance