Job Description

IT Support Specialist

Essential Responsibilities

• Primary tier one tech support agent, effectively troubleshooting all support tickets and calls, and ensuring proper and effective use of applications and systems for both the restaurants and corporate office.
• Act as subject matter expert in all aspects of assigned primary applications, including point of sale system and back office system, regarding its functionality and associated technologies.
• Act as secondary subject matter expert for other IT related systems deployed, and support as needed.
• Work with company or franchised locations to identify inefficiencies and value opportunities.
• Assist and participate in developing solutions to technology gaps.
• Assist in application configuration.
• Provide feedback in the development of related training programs, as needed.
• Provide overall field feedback on special projects.
• Provided priority assistance to restaurant teams during restaurant openings, as needed.
• Perform all functions in keeping with standards and approved departmental processes.

Required Knowledge, Skills and Abilities

• Excellent written and oral communication skills.
• Strong phone support skills including the ability to remain calm and supportive during stressful calls.
• Ability to listen and understand manager's needs and pain points.
• Ability to create solutions that create value for the restaurant operator.
• Excellent organization skills.
• Ability to work effectively both independently and in a group setting.
• Strong technical aptitude and the ability to learn new systems and technologies and enforce their proper application to the business.
• Understanding of technology terms, workflows, data flows and integrations associated with the project.
• 10-20% Travel required.
• Ability to work some nights and weekends.

Education and Experience

• Bachelor's or Associate's degree preferred, or equivalent work experience.
• Knowledge of restaurant industry (operations, management) preferred.
• Previous experience in similar role preferred

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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