Second Level Support Agent

Hi there Have you noticed that the restaurant industry is changing? We are PAR and our purpose is: **To deliver solutions that connect people to the restaurants, meals, and moments they love.** At PAR Technology, our relentless drive for innovation and unwavering commitment to customer success are at the heart of everything we do. We lead the restaurant and retail industries by ensuring that our products—from point of sale systems to loyalty programs, digital ordering, restaurant operations solutions, payment services, and hardware—work "better together." This unified approach, fueled by over 40 years of experience, amplifies our ambition to not just meet but exceed the evolving needs of our global clientele. By optimizing integrations into all leading restaurant solutions, we're not just creating technology; we're crafting a future where operations are streamlined, experiences are enhanced, and every interaction is an opportunity for growth. As a Second Level Support Agent at our software-as-a-service (SaaS) company, you will play a crucial role in providing technical support to our customers in a 365 - 24/7 model. You will be responsible for troubleshooting and resolving complex technical issues that couldn't be resolved at the first level of support. Your expertise and in-depth understanding of our software will help our customers overcome challenges and maximize their experience with our product. **Responsibilities**: - Provide second level technical support to customers via various channels such as - Diagnose and troubleshoot complex technical issues related to our software and possible third - party hardware. - Investigate and resolve customer-reported problems, including software bugs, system errors, and user configuration - Collaborate closely with the first level support team and third level support to ensure seamless escalation and resolution of - Document and maintain accurate records of customer interactions, investigations, and resolutions in the support ticketing system or Knowledge Base. - Identify patterns and trends in customer issues and proactively suggest improvements to the product and support - Effectively communicate technical concepts to non-technical customers in a clear and concise - Provide exceptional customer service and ensure high customer **Requirements**: - Education and Experience: - Bachelor's degree in computer science, information technology, or a related field (or equivalent experience). - Proven experience in a technical support role, preferably in a SaaS - Knowledge of software-as-a-service concepts, web technologies, and cloud-based - Experience working with support ticketing systems and customer relationship management (CRM) tools such as Jira, Salesforce, Zendesk. Fluent in - Technical Skills: - Solid understanding of networking concepts, including TCP/IP, DNS, - Familiarity with programming languages such as JavaScript etc. Knowledge of database systems, SQL Strong understanding of technical concepts and solutions such as APIs. - API troubleshooting tools like for example: "Postman" experience would be a - Customer-Focused: - Exceptional customer service skills with a strong focus on customer - Ability to empathize with customers and remain calm and professional in challenging - Strong communication skills, both verbal and written, to effectively convey technical information to - Problem-Solving and Analytical Skills: - Excellent problem-solving and analytical abilities to diagnose and resolve complex technical - Strong attention to detail and the ability to think - Collaboration and Teamwork: - Ability to collaborate effectively with cross-functional teams, including first level support, development, and quality assurance teams. - Willingness to share knowledge and contribute to the growth of the supportAdaptability and Time Management: - Ability to work in a fast-paced environment and prioritize tasks - Flexible and adaptable to changing business needs and priorities