Support L2 Specialist - FRENCH

🥣 Your secret ingredient - What you will bring

You are one of us if your heart beats for hospitality. If you are generous with your help and honest with your feedback. If your mind lights up with new knowledge and you move forward with determination. Are you the person who makes the restaurant reservation and chooses the wine? Then you will feel right at home with us. You also bring:

• Passion for solving the "puzzle": You are motivated to get to the bottom of the most complex incidents. You enjoy investigating, connecting pieces, and finding definitive solutions where others see a dead end.

• Ability to connect and advise: You don't just solve the technical problem; you translate complexity into simple and approachable language, conveying confidence both to restaurants and to your Level 1 colleagues whom you serve as a guide.

• Agility and resilience in dynamic environments: You adapt quickly to technological updates and maintain mental clarity when workload intensifies, spreading the confidence and control felt in a well-organized kitchen.

• Previous experience in support and resolution: You bring your experience in technical support, where you have already demonstrated your skill in resolving complex and escalated Level 2 incidents. You move fluently through ticketing platforms (such as Salesforce or Jira) and know how to investigate a problem thoroughly to find its root cause. If you also have previous experience in hospitality or providing support for POS and industry tools, you already speak our preferred language!

• Very high level of French

🥣 Our secret ingredient - Benefits

• Permanent contract.

• Full time 40-hour weekly schedule.

• Hybrid work options. ****Balance your work week with remote work days to maintain a good balance between your professional and personal life.

• Immediate start.

• Professional challenges in a dynamic environment of continuous learning.

• Being part of a dynamic team with a very good working atmosphere.

• Position with possibility of professional evolution and growth.

• Welcome Pack.

• 23 working days of vacation.

• Intensive working hours in August and the second half of July.

• Free breakfast on Tuesdays at the office.

• Group health insurance with Asisa. We have an agreement with the company, where you will pay less for your health insurance if you wish to sign up.

• Flexible compensation through Cobee, a flexible benefits program, to be used for dining, public transport, training, and childcare vouchers.

• Budget for training and team building activities.

• Professional career and salary in accordance with your potential, reviewable based on your performance.

• CoverDay. A very cool day of socializing with the WHOLE team.

• Very dynamic, stimulating, and multicultural professional environment: Our team is composed of more than 10 nationalities.

Imagine working in an environment that feels like the best dinner you've ever had: dynamic, human, and built on passion. Hospitality Tech Group combines the strengths of Zenchef and CoverManager—two complementary leaders joining forces as an independent global technology team for hospitality. We operate through Zenchef in France, Benelux, and the DACH region, and through CoverManager in the Iberian Peninsula, Italy, and LATAM.

We bring restaurants and their customers closer through technology—and our heart beats for hospitality. Because progress is our compass, and we always move forward together.

Feeling hungry? Take a seat! — especially if your favorite plan is going out to dinner.

The Support L2 Specialist will be responsible for providing second-level technical support, acting as a point of support and escalation for the L1 team. Their main mission is to diagnose and resolve complex incidents and requests, ensuring system operability to offer an agile and efficient response to end-customer needs.

🚀 Progress over perfection- What you will do

• Advanced Incident Resolution: Provide effective and agile technical support to users and internal teams, resolving complex Level 2 (L2) incidents and ensuring the operational continuity of the company's IT tools.

• SLA Guarantee: Guarantee internal user satisfaction through agile response times and definitive solutions, strictly complying with internal Service Level Agreements (SLA).

• Specialized Technical Filter: Act as a critical analytical bridge between initial support and the development team, isolating faults and preventing unnecessary escalation of configuration problems.

• Impact Mitigation: Design and provide efficient temporary solutions (workarounds) to ensure that Hospitality activities and employee work do not stop due to software failures.