Pm Tier 3 Technical Support

Fourth is the world’s largest and fastest-growing global leader of end-to-end restaurant and hospitality management technology solutions. We pride ourselves on delivering a world-class SaaS experience for our clients by building long term partnerships starting from the first phone call. We know our recipe for success at Fourth is our amazing team... and that starts with hiring the right people!

Interested in joining our smart, fun, and talented team?

The Technical Support Engineer is responsible for investigating and resolving issues that are more complex than what is handled by the Customer Support Team.  Technical Support Engineers act as the single point of contact for integration, technical issues, and customer enhancement requests.

The Role. . .

• Advocate for product improvements and enhancements based on customer feedback and issue analysis.
• Create and maintain internal/external knowledge base articles, troubleshooting guides, and FAQs.
• Partner with product management and product engineering teams to help with quality assurance as needed, and where there are product issues, to help diagnose and resolve bugs efficiently and effectively.
• Provide advanced troubleshooting for technical support requests escalated from salespeople, account managers, the customer support team, and other groups within the company.
• Analyze issue trends based on incoming customer contacts to identify problems, assess and quantify their impact, and then escalate and communicate as appropriate with management and customers.
• Create, maintain and publish training materials for current and future products, support systems, and processes for the overall customer support department.
• Serve as a subject matter expert on all Snagajob product lines for the customer support, sales, and account management teams in addition to other areas of the business who may have product related questions.
• As needed, resolve inbound customer contacts efficiently and effectively on any service channel (phone, case, email, chat, etc) from both business and jobseeker customers
• Create communications for internal and external stakeholders regarding known issues and outages.

The Ideal Candidate. . .

• Minimum of a 2-year degree required, and a bachelor’s degree or other advanced degree is a plus; 5+ years of experience in a customer service-oriented role required.
• Proven track record of handling difficult client situations with diplomacy and professionalism
• Strong analytical, technical, and problem-solving abilities with the ability to analyze and interpret data and draw actionable conclusions.
• MS SQL or Mongo databases
• Prior experience with the following is required:
• Exceptional customer service and people skills including strong written and verbal communication.
• Up to date knowledge of support technologies as well as working knowledge of (or willingness to become familiar with) common web and mobile development technologies.
• Self-starter with a strong work ethic along with the ability to work well both independently and in a highly collaborative team environment.
• Highly motivated and energetic with a positive attitude

Prior experience with the following is a plus and a willingness to learn is required:

• Interacting with APIs using JSON and XML
• Structured query languages, such as Microsoft Access, TSQL, PL/SQL, SPSS or SAS
• Basic development knowledge using CSS, HTML, and JavaScript

Fourth Perks: Unlimited PTO, Health, Dental, Vision, 401K match, Charity Days, Parental Leave, Flexible Work Environment, just to name a few…

Remote employment limited to: AZ, CA, CO, CT, FL, GA, ID, IL, IN, KY, LA, MA, MD, ME, MI, MN, MS, NC, NE, NJ, NM, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, & WA

Our Story

In July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.

Fourth is an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.