Support Analyst I

PAR Technology•New Hartford, NY

1d•Remote

About The Position

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram. Position Description 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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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