Product Support Analyst

THE OPPORTUNITY

As technical support analyst, you will play a pivotal role in ensuring successful development and delivery of metiRi®, our AI powered financial insights solution used by seven of the top twenty fast-food brands in more than 70,000 restaurants worldwide. You’ll enjoy a tech-focused culture, using the latest cloud-based technology stacks, like Azure. Working within our collaborative finance analytics solutions team, you will contribute to many projects, collaborate with a variety of clients and team members, and be involved across many steps in the product lifecycle.

This role is available as a hybrid position in our London or Paris offices, where you will have the flexibility to work both in the office and remotely. For candidates in other countries, this role is fully remote and available in the following locations: Poland and Italy.

WHO YOU’LL WORK WITH

You’ll be part of our Finance Analytics Solutions team, reporting to the Product Director and supporting users worldwide. The Finance Analytics Solutions team at RMS develops data-driven software and ensures the success of our solutions—from understanding customer needs to driving customer success. Our team’s expertise spans product management, project management, implementation, support, and customer success. In this role, you will also collaborate with clients and cross-functional teams on various projects. We take pride in encouraging each other’s career ambitions and you’ll find opportunities for personal development throughout our company.

WHAT YOU’LL DO

• Provide technical and product support to troubleshoot and resolve user issues, ensuring client satisfaction and successful outcomes.
• Communicate effectively with users via phone, chat, email, or a ticketing system to diagnose and resolve issues. Collaborate with users, the Finance Analytics Solutions team, and Software Engineering teams to address and resolve support requests.
• Develop deep expertise in our finance analytics solutions, including their functionality, database structures, and stored procedures.
• Utilize knowledge of our solutions, database structures, and SQL queries to provide Level 2 support for complex issues.
• Maintain detailed records of support services provided within the support ticketing system.
• Monitor the support ticketing system to ensure timely resolution of user issues.
• Create and update high-quality user guides, training materials, and other documentation to enhance the user experience.
• Work with global clients to provide seamless support across different time zones.

SKILLS AND QUALIFICATIONS

• Bachelor’s degree in computer science, business, marketing or a related discipline.
• Excellent interpersonal and customer service skills.
• Strong written and verbal communication skills, with the ability to engage both technical and non-technical associates.
• Solid understanding of database design/structure and working knowledge of SQL.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to thrive in a dynamic environment and adapt to changing priorities and projects.
• Strong sense of ownership and accountability for delivering high-quality results on time.
• Self-motivated and capable of working independently as well as part of a team.
• Commitment to continually expanding skills and knowledge.

PREFERRED

• Proven experience as a Technical Support Analyst or in a similar role.
• Familiarity with hospitality finance and/or multi-unit operations.
• Experience with Enterprise SaaS and/or Azure DevOps.
• Proficiency in English is required; additional languages are a plus.

BENEFITS

We offer a comprehensive benefits package tailored to meet the needs of our employees worldwide. While benefits may vary by location, we provide competitive and supportive offerings to ensure our employees' health, well-being, and professional growth. These benefits may include:

• Health Benefits: Medical, dental, and vision coverage
• Retirement Plans (based on location)
• Paid Time Off: 
• Remote working options
• Professional Development: Tuition reimbursement, training programs, and career advancement opportunities
• Additional Perks: Gym memberships, wellness programs, and more (based on location)

Specific benefits will be provided during offer based on local specificities.

WHO WE ARE

Revenue Management Solutions (RMS) is committed to supporting restaurants through these ever-changing times. Today, more than 50 major brands in over 40 countries trust RMS for data-driven analytics and tech-enabled solutions to optimize sales, menus and a brand’s financial health. Six of the top 10 US fast food brands and 16 of the top 30 global restaurant brands (equaling more than 100,000 restaurants) rely on RMS’ software solutions and actionable insights to make informed business decisions that drive profitability and combat inflation and increasing wages. The company holds five US patents on menu pricing and customer segmentation and supports ongoing academic research efforts. For more information on how RMS helps its clients, visit revenuemanage.com.

WHAT WE BELIEVE

Our goal at RMS is to create a positive change in the communities we inhabit. With over 20 countries represented throughout our offices, we respect and embrace different cultures, interests, and actions. The acknowledgment of our unique identities is something that connects us across continents to uphold our values of diversity, respect, and responsibility.