Support Analyst I

The Support Analyst, Level 1, is responsible for providing first-line support to restaurant clients using PAR OPS as part of their daily operations. PAR OPS is a back-office solution that supports cost of goods, scheduling, payroll, reporting, and other critical restaurant functions.

This role’s first priority is learning PAR software to become a subject matter expert, enabling the delivery of exceptional customer service. The Support Analyst works directly with restaurant managers to diagnose issues, provide clear resolutions, and escalate more complex problems as needed. Success in this role requires strong written and verbal communication skills, attention to detail, a sense of urgency, and a genuine passion for helping customers solve problems.

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This is a highly collaborative role that works closely with Senior Analysts, Team Leads, Concierge Services, and Level 2 Support to ensure timely, accurate, and consistent client support.

Reports To

Support Team Lead / Support Manager

What We’re Looking For

• A customer-first mindset with a strong drive to solve problems, not just close tickets
• Excellent written communication skills with the ability to explain complex topics clearly and concisely
• Strong verbal communication skills and comfort supporting customers by phone
• A sense of urgency and ownership when responding to client needs
• An independent problem solver who proactively seeks solutions while collaborating with teammates
• High attention to detail with the ability to understand how individual actions impact systems and data
• Comfort working in a fast-paced, agile, and growing technical organization

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Additional Skills

• Experience providing technical or application support in the hospitality industry preferred
• Previous restaurant management or restaurant operations experience strongly preferred
• Familiarity with POS systems and/or back-office restaurant software
• Basic Microsoft Excel skills (filtering, sorting, analyzing data)
• Experience writing step-by-step instructions or support documentation
• Ability to cross-train and support additional functions as business needs evolve

Unleash Your Potential: What You Will Be Doing and Owning

Collaboration & Teamwork

• Work closely with Senior Analysts, Team Leads, and Management for guidance and day-to-day support
• Participate in group chats and internal support sessions to solve issues collaboratively
• Coordinate with Concierge Services on shared clients and escalations
• Escalate complex issues to Concierge Services or Level 2 Support as appropriate

Client Communication & Support

• Receive and respond to inbound support requests via phone and email from restaurant managers
• Promptly answer incoming calls and emails in a professional and courteous manner
• Provide clear emailed resolutions and detailed step-by-step instructions
• Serve as a key liaison between end-users and internal technical teams

Problem Solving & Operations

• Diagnose issues, analyze root causes, and make informed decisions under time constraints
• Create, manage, and prioritize support tickets using Service Cloud
• Maintain accurate documentation and update internal systems, including SharePoint
• Contribute to internal knowledgebase articles and standardized support responses
• Utilize tools such as Data Central, Microsoft Office (Teams, OneNote, SharePoint, Outlook), RightAnswers, and Service Cloud
• Perform additional job-related duties as assigned