Product Support Specialist

Hi there! We’re PAR and our purpose is: To deliver solutions that connect people to the restaurants, meals and moments they love. We take that responsibility very seriously. As a leading provider of technology to the top restaurant brands in the world we’re calling all rebels, instigators, idealists and builders to join our constantly growing team! PAR invented the first standalone point of sale terminal over 40 years ago, yet we operate much like a start-up at the forefront of restaurant technology. Today, our solutions span Customer loyalty, engagement, restaurant management, payment services, drive-thru, and full POS integrations. These solutions are used to serve tens of millions of guests every day in over 120 countries. Our mission is to build the number one restaurant technology company in the world and we’re off to great start. We believe that our ambition is only limited by our ability to attract and retain great people; people who are up for the challenge to change the game with us! If it sounds like you belong here, we should meet! Experience Required: 2-4 years About the role: Punchh is seeking a Support Specialist to join their Enterprise support team. Punchh is a SaaS-based product company based out of San Mateo, CA with our development unit headquartered in Jaipur, Rajasthan. As a Support Specialist, you will be a member of the Enterprise support team that is responsible to provide world-class customer support, identify root cause, advise of product change & data requests and resolution of POS related issues. We believe in hospitality, and stand behind our purpose of technology enhancing an amazing customer experience. We need a team player who has experience in application support role along with technical experience, who understands: how to communicate, the right way to implement and troubleshoot technology, and is deeply vested in providing exceptional support. The candidate must enjoy a fast paced work environment and be flexible with an on call rotation for after hours and weekend support. Responsibilities: • Provide assistance to customers, vendors through defined support standards including confirming expectations, information gathering and problem analysis to meet Service Level Agreements. • Investigate and troubleshoot application level customer and guest (customers of our customers) issues related to the Punchh platform. • Assign all incoming brand support requests to the appropriate support group if needed. • Adopt flexible work time schedules and as required, be flexible to addressing critical after-hours customer issues in different time zones. Must have: • Min 2-4 years experience in application support along with technical experience specially in investigation & addressing issues. [Understanding of Point-of-Sale (POS) systems, network, hardware and/or firewall would be plus]. • B.Tech, BCA (IT & Computer Science) or equivalent. • Experience working in SaaS Company. • Confluence, JIRA (any CRM Tool- ZenDesk), API Related to- Postman • Great to have skills in the area of either programming or QA domain. • Basic understanding of iOS apps, Android apps, MS Office, Good communication • Curious, investigative nature - skilled at probing and asking questions to get to the core of customer issues. • Strong time management skills and the ability to respond well to time pressures and deadlines. • Ability to prioritize and triage competing priorities and maintain focus on successful resolution of client issues and tasks. • Customer empathy, strong desire to resolve issues towards customer happiness. • Self-motivated and have a high sense of urgency • Clear communicator, both in writing and verbally • Good English communication skills • Embraces a strong sense of accountability and ownership • Knowledge of Point-of-Sale (POS) systems, network, hardware and/or firewall experience will be plus. • Certification: ITIL (basic understanding is achieved) - good to have • Basic DB Knowledge (Frontline) - not mandatory Benefits • Medical Coverage, to keep you and your family healthy. • Compensation that stacks up with other tech companies in your area. • Paid vacation days and holidays to rest and relax. • Healthy lunch provided daily to fuel you through your work. • Opportunities for career growth and training support, including fun team building events. • Flexibility and a comfortable work environment for you to feel your best