IT Support Analyst I

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 open 24/7 and 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 America’s most popular restaurants in case they run into technical issues. Custom Business Solutions offers opportunities to grow throughout the company.

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.

What we look for?

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
A genuine desire to help people
Strong communication skills – both verbal and written
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
Excellent troubleshooting 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