We are looking to hire a Premium Support Analyst to join our team at Fourth! This individual will need to be very customer focused and will act as the second line of contact for all issues or queries that are raised by the users. This position will provide top-level support to a variety of clients, users and guests who are using the products, solutions and platforms that are provided by the business. 

What You'll Be Doing. . .

• Escalation point for issues being escalated from Tier I support staff
• Review support backlog to ensure accurate status of tickets is maintained
• Ensure internal and external SLAs for ticket response times and resolution times are met
• Escalate technical issues that could not be resolved to relevant Tier III Analyst 
• Identify and implement workarounds for customer incidents 
• Support the Problem Management process in relevant areas alongside appropriate Tier III Analyst and PDTs 
• Identify improvements to the trouble shooting knowledge base and process documentation to decrease volume of queries and enable self serve 
• Constantly review support backlog to ensure accurate status of tickets is maintained
• Liaison with outside technical support contacts to resolve problems on jointly developed/ third party products

What You Need to Have. . .

• Understand case trends and repeating issues and ensure that underlying root cause fixes are fed into the Problem Management process 
• Previous customer support experience
• Knowledge of Fourth products

Our Story

Fourth is the global leader in end-to-end restaurant and hospitality management technology solutions, representing 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.