Analyst, SBOnet Customer Success (Virtual Office) at DUMAC BUSINESS SYSTEMS INC. in East Syracuse, New York

Job Description:

Summary
The SBOnet Customer Success Analyst supports DUMAC's web-based application used by quick service restaurants and operators across all geographies. SBOnet is an advanced back-office software solution and is typically used by restaurant operators to report on sales, order product, manage inventory, schedule employees, and provide key performance metrics. Analysts are proficient in the SBOnet product and assist users at the operational and store user levels.

Essential Functions
› Support the different areas of SBOnet | Food/Labor/Cash and conduct webinars for new users in these areas
› Troubleshoot customer issues | Involves accurately identifying, analyzing, and resolving technical and non-technical issues
› Respond and resolve tickets in a timely manner; meet assigned targets for daily/weekly call resolutions
› Prepare and roll out live training onboarding (LTO) and new product offerings for DUMAC's supported brands
› Provide assistance to other staff when assistance is required

Additional Specific Duties and Responsibilities
Level I
› Interact and troubleshoot issues reported by SBONet users
› Support SBOnet users via phone and email
› Provide written and verbal reports as required
› Suggest features that that will help users be successful using DUMAC's systems

Level II
› Subject matter expert in DUMAC's supported brands
› Interact and troubleshoot complex issues reported by SBONet users
› Possess an in-depth understanding of the organization's products and services
› Increase Level I knowledge through coaching and delivering performance feedback
› Review and audit prepared Roll Outs of LTO and new product offerings for DUMAC's supported brands
› Create How-To documentation for users and provide updates to the internal knowledge base

Level III
› Subject matter expert and capable of working through all escalated calls to resolution
› Understands and balances financial exports built in SBOnet
› Review and audit prepared roll outs of LTO and new product offerings for DUMAC's supported brands
› Increase Level II knowledge through coaching and delivering performance feedback
› Troubleshoot complex issues and provide best practices and solutions
› Receive and document new feature requests from SBOnet users, and prepare for development review
› Provide documentation to be added to knowledge base and support tools
› Assist Manager with projects as requested

Required Qualifications
› Requires high school diploma and 0-2 years of experience in a customer support or restaurant industry, and progressive experience for Level II and Level III
› Strong interest in the restaurant industry and ability to empathize with restaurant managers and operators
› Excellent written and verbal communication skills as well as interpersonal skills
› Possess the accountability and personal responsibility to own and drive results
› Ability to work independently and part of a team environment
› Proficiency in Microsoft Office programs, including Outlook, Word, Excel and PowerPoint

Desired/Preferred Qualifications
› Strong mathematical skills
› Past experience in food service management and/or group training
› Possess excellent problem-solving and analytical skills
› Ability to effectively manage multiple projects with strong organizational skills, attention to detail and logical problem-solving skills

Supervisory Responsibility
› No

Travel and Availability to Work
› Must be willing to be in on-call rotation, as needed
› None or minimal travel required

Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets and fax machines.

Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
› Mostly desk work with some lab testing
› Requires the ability to sit or stand throughout a normal workday
› Must be able to handle high volume of telephone calls and handling multi-system phone line
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.
EEO Statement
DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm