Help customers solve problems in the platform and keep them updated on ticket progress;
Use internal tools to troubleshoot customer reported tickets;
Translate technical details from our development teams into non-technical language that the customers can understand;
Analyze data discrepancies between multiple tools to confirm accuracy based on customer inquiries and reassure the customer that data displayed is accurate;
Build and optimize dynamic SQL scripts to maintain data integrity and support enterprise reporting;
Accept requests for Technical Resource assistance from the Customer Support Analysts on your team;
Work side-by-side with the development teams of our Connex, CIS, API and Insights product teams to research and resolve customer reported issues;
Sympathize with the customer’s situation and take pride in finding them a resolution on tickets submitted;

3-5 years of remote application support experience;
2-4 years of customer-facing experience in any industry, but hospitality industry is preferable;
Knowledge of Python (intermediate), SQL (advanced), JSON (intermediate), and XML (basic);
An understanding of Rest APIs, including the ability to troubleshoot;
Prior experience with POS systems i.e. Toast, Aloha, Brink and/or Simphony to the extent that you can determine if tickets logged are an issue with the POS configuration or our Connex POS integration software;
Able to work in fast paced environment with multiple competing priorities;
Ability to prioritize tasks independently based on understanding business impact for the customer;
Bachelors Degree in Computer Science, Information Technology or similar;
Excellent interpersonal and communication skills (written and verbal);
Knowledge of English from Upper-Intermediate;
Ability to work up to 9 PM CET timezone;

Experience working with a distributed/remote team across multiple time zones;
Ability to successfully complete tasks within Coalesce or any similar data transformation solution for Snowflake;
Completion of Snowflake Learning Path(s): Data Engineer SQL and/or Data Analyst;
Experience with Jira, Confluence, and Zendesk;
Familiarity with AWS and Airtable;
Prior experience working with CIS systems like Netsuite, Workday, or Quickbooks;
Able to troubleshoot networking and communication protocols;
Experience supporting restaurant, convenience store, or grocery industry verticals;

Technical and non-technical training for professional and personal growth;
Internal conferences and meetups to learn from industry experts;
Support and mentorship from an experienced employee to help you professional grow and development;
Internal startup incubator;
Health insurance;
English courses;
Sports activities to promote a healthy lifestyle;
Flexible work options, including remote and hybrid opportunities;
Referral program for bringing in new talent;
Work anniversary program and additional vacation days.

Working hours aligned with Central European Time, with availability until 9 PM CET.

Coherent Solutions is hiring a Customer Support Specialist (Hospitality)