Support Analyst

4 weeks ago


Dallas, United States CareerBuilder Full time

Custom Business Solutions, Inc

| Full time
Support Analyst (Help Desk)

Dallas, United States

| Posted on 10/06/2022
Are you a personable go-getter who thrives in a fun, easy-going work environment? Do you put client service at the forefront and back it up with old-fashioned elbow grease? If so, we want to talk to you.

Who We Are?

Custom Business Solutions (CBS) was founded in 1994 and has been innovating the hospitality industry ever since. We help hospitality professionals build more efficient restaurants and bars and we need people like you to help make sure their business stays on track. Our dynamic Support Center is currently seeking passionate Analysts to field calls and emails from our clients to help them turn their problems into solutions. As an Analyst, you are the first line of defense for some of Americas most popular restaurants in case they run into technical issues. We are looking for specific things in candidates- for example, experience in the Restaurant industry, a technical mind, customer service mindedness, leadership and the desire to grow within the company. Custom Business Solutions offers opportunities to grow throughout the company while providing mentorship, along with opportunity to take initiative and show us who you are

What Does an Analyst Do?

Responsibilities center on owning, remedying, and closing customer technology issues. This includes point-of sale and restaurant management software including Positouch, NorthStar Order Entry, Aloha, Micros and related hardware.

Effectively, professionally, and respectfully interact with clients via phone and email

Maintain and consistently demonstrate knowledge of company guidelines, standard operating procedures, and practices.

Be the first point of contact with restaurant managers/owners, and key corporate clients.

Use the Knowledge Management system to locate solutions to standard problems.

Maintain case ownership and direct interaction with client; ultimately make sure the problem is solved the right way the first time.

Properly identify client issues, log tickets, and close tickets with known fixes.

Resolves Level 1 issues, and escalate complex and/ or high priority issues to the appropriate support groups for resolution

You will be a part of a team. Be prepared to work closely with other Analysts to help diagnose and solve issues as they come up.

This position will focus heavily on using leadership qualities as the team develops and grows.

Requirements

What we look for?

Experience in Customer Service and/or other Service oriented industries

Experience in the Restaurant and/or Hospitality industry

Experience in hardware, software, network troubleshooting, basic operating systems functionality or equivalent training and/ or education is extremely beneficial

Understanding of the QSR industry is a plus

Strong communication skills both verbal and written

Strong Leadership and self starter characteristics

Strong organizational and time management skills and the ability to multitask things move fast around these parts

Strong technical comprehension

Someone who desires to grow a career

Must be able to learn and support new and quickly emerging technologies

Ability to research solutions or information regarding technical issues

Excellent interpersonal skills

Great work habits under pressure

Detail oriented

Two or four-year degree in business or technology-related field preferred

The ability start out by working a swing shift or overnight shift

Perks of the job

Paid Vacation/Sick Time

Birthday Cake Celebrations

Company-paid Health Insurance

Dental/Vision/Life Insurance Coverage

401(k)

Corporate Outings, Cookouts, Customer-Sponsored Lunches

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