Demo

Retail Tech Support, Level 3

GoTo Foods
Atlanta, GA Full Time
POSTED ON 2/20/2025
AVAILABLE BEFORE 4/13/2025
Job Summary

The L3, Retail Tech Support role represents the highest tier of technical support or escalation of the most complex, intricate, and challenging issues, requiring expert level knowledge. Examples of incident or problem types include but are not limited to system architecture & integrations, network configuration, payment processing, or advanced hardware & software troubleshooting. This position has focuses on incident & problem escalations, problem management & root cause analysis, knowledge management, and service level management. In this role it is critical to understand customer needs in a diverse matrixed, and franchised organization, and have excellent communication skills for effective written & verbal correspondence internal and external to the organization.

Essential Functions

  • Expert Retail Technology Knowledge Level
    • Collaborate and consult with other teams and departments within the organization to ensure effective communication, alignment of technical initiatives, and to identify and ultimately resolve complex technical issues.
    • Provides advanced support for omni channel retail technology platforms and administration as delegated (e.g., adding/removing functionality, updating prices and taxes, adding, and removing items, configuring discounts, loyalty rewards, and promotions, etc.).
    • Assist in the analysis, testing, documenting, and implementing of new hardware and software solutions.
    • Install, configure, and maintain POS, online ordering, back office, and other software and associated systems.
    • Partner with networking and security teams for prevention, analysis, and mitigation of IT Security related items.
    • Partner with vendors to identify, prevent, and resolve complex issues with retail tech systems and integrations
    • Develops and maintains relationships with franchise operators, SBR Management team, and vendors to communicate updates and priorities, gather information and provide effective resolution to complex issues.
    • Strong ability to troubleshoot & diagnose hardware, software, and network related issues.
    • Highly experienced working with Aloha POS System
  • Problem Management
    • Pattern & Trend Analysis
    • Root Cause Analysis
    • Decrease Time to Resolution
    • Increase Customer Satisfaction
    • Change Impact Evaluation
  • Knowledge Management
    • Enabling of Knowledge Use & Sharing
    • Correction of Improper or Obsolete Knowledge
    • Creation & Dissemination of New Knowledge
    • Technology Change Preparation
  • Service Level Management
    • Accountability Management of Incident Management Policies & Protocols
    • Regular Audits of Service Level Agreement Breaches
    • Regular Audits of Service Quality
    • Validation of Service Level Reporting
    • Production of Positive Service Level Trends
  • Project Support
    • Completes assigned tasks and short-term projects, supports delivery, and meets timelines set by IT leadership.
    • Provide support to other specialists and technicians for issue resolution.
Education

  • Bachelor's Degree, Computer Science, Pref

Work Experience

  • 3-5 years IT experience, Pref
  • 1-3 years food industry experience, Pref
  • Restaurant operations familiarity, Pref
  • Customer service experience, Pref
  • Helpdesk support experience, Pref
  • Network experience, Pref
  • Highly experienced working with Aloha POS System, Pref

Skills

  • Critical-Thinking
  • Problem Solving
  • Communication
  • Adept at Learning

CertificationsTravel Requirement

  • None

If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

What is the career path for a Retail Tech Support, Level 3?

Sign up to receive alerts about other jobs on the Retail Tech Support, Level 3 career path by checking the boxes next to the positions that interest you.
Income Estimation: 
$77,506 - $93,426
Income Estimation: 
$96,585 - $120,828
Income Estimation: 
$95,435 - $126,957
Income Estimation: 
$118,925 - $156,720
Income Estimation: 
$130,171 - $173,458
Income Estimation: 
$63,877 - $80,867
Income Estimation: 
$72,545 - $94,693
Income Estimation: 
$83,086 - $106,052
Income Estimation: 
$83,086 - $106,052
Income Estimation: 
$83,298 - $131,726
Income Estimation: 
$101,020 - $131,637
Income Estimation: 
$101,020 - $131,637
Income Estimation: 
$95,435 - $126,957
Income Estimation: 
$130,171 - $173,458
View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

Job openings at GoTo Foods

GoTo Foods
Hired Organization Address Atlanta, GA Full Time
A part of the training team, this role creates operational training and development programs for our restaurant and spec...
GoTo Foods
Hired Organization Address Atlanta, GA Full Time
Job Summary The senior cloud infrastructure engineer is focused on designing and managing cloud resources and infrastruc...
GoTo Foods
Hired Organization Address Atlanta, GA Full Time
The Director, Development is responsible for overseeing the development process for new GoTo Foods restaurant locations ...
GoTo Foods
Hired Organization Address Atlanta, GA Full Time
Job Summary The Supply Chain Brand Manager serves as the lead Supply Chain liaison for their brand. This dynamic role is...

Not the job you're looking for? Here are some other Retail Tech Support, Level 3 jobs in the Atlanta, GA area that may be a better fit.

AI Assistant is available now!

Feel free to start your new journey!