Retail Tech Support, Level 3

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