LN Venues, Venue Applications Support Analyst
About The Position
The Venue Applications Support Analyst plays a pivotal role by ensuring technology at our venues functions seamlessly. Whether it be inputting system data or troubleshooting technical issues, the Venue Applications Support Team (VAST) is the go-to resource for thousands of end-user operators throughout our amphitheaters, clubs, and theatres. Point-of-Sale (PoS) applications support is the focus of the role, although VAST supports a variety of systems including: CCTV, Digital Signage, Time & Attendance, and more. The majority of support is provided remotely, but onsite venue engagements throughout the US are common. Given that our events are crucial revenue-earning opportunities—and often occur after conventional business hours—VAST Analysts provide on-call support on a rotating basis, often “saving the day” when IT issues arise during a show.
Requirements
- Minimum 1-year experience supporting PoS systems (preferably Appetize and/or Micros)
- Exceptional attention to detail for identifying patterns and curating obscure system data
- Intermediate knowledge of Microsoft Excel, including use of formulas and pivot tables
- Experience with food and beverage business operations, ideally multi-location enterprises
- Diligence in troubleshooting complex problems with little information to reach resolution
- Ability to reprioritize tasks rapidly without missing deadlines in an ever-changing business
- Identify risk of missing deadlines and collaboratively exchange tasks with teammates
- Outstanding customer service etiquette through written and verbal communications
- Positive, driven attitude; focus on opportunity in difficulty—not difficulty in an opportunity
- Basic familiarity with Accounting practices (can balance finances/inventory, etc.)
- Willingness to travel up to 30%, possibly more during peak season (March – October)
Nice To Haves
- Degree/Certificate relevant to technology from accredited university will help; not required
Responsibilities
- Input PoS data: menu items, prices, discounts, employee credentials, venue layouts, etc.
- Adhere to strict standards for maintaining system data integrity
- Diagnose device malfunctions including: software, hardware, and peripheral accessories
- Author end-user guides to improve understanding & usability of the system for operators
- Test new versions of software frequently and thoroughly
- Document frequency of issues and escalate systemic problems accordingly
- Establish processes for completing support tasks with improved accuracy and timeliness
- Lead on-call helpdesk hotline during peak support times
- Provide exceptional customer service to users with varying technical aptitude
- Travel to venues for software implementations and support
Benefits
- Medical, vision, dental and mental health benefits for you and your family
- Access to a health care concierge
- Flexible or Health Savings Accounts (FSA or HSA)
- Free concert tickets
- Generous paid time off including paid holidays, sick time, and personal days
- 401(k) program with company match
- Stock reimbursement program
- New parent programs including caregiver leave
- Fertility, adoption, foster, or surrogacy support
- Career and skill development programs with School of Live
- Tuition reimbursement
- Student loan repayment
- Volunteer time off
- Crowdfunding match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
