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