What are the responsibilities and job description for the Support Services Analyst position at QSR Automations Inc.?
Job Details
Description
Who we are:
At QSR Automations, we set out each day to accomplish one thing: help restaurants create the ultimate guest experience. For over 26 years we’ve been helping restaurants of all sizes all around the world. From kitchen automation to guest management solutions, our goal is to create and implement systems that make restaurants more efficient, more integrated, and more profitable.
Our vision: Making service easier for everyone.
QSR Automations is looking for a Support Services Analyst!
Job Summary:
QSR Automations has an immediate opening for the role of Support Services Analyst. This position will report directly to the Director of Support Services. As a motivated team player with a high sense of urgency for customer satisfaction, the Tech Support Helpdesk will be supporting proprietary software applications that requires them to gain enough knowledge both functionally and technically of the application.
What you will be doing:
- Perform first and second level technical support in a fast-paced environment.
- Returns calls from customers promptly and responds to user inquiries with an appropriate level of urgency based on documented SLAs.
- Assists customers with installs, upgrades and configuration issues performing as a subject matter expert on all SW/HW products.
- Creates and updates support tickets daily using FreshDesk system. Monitors and escalates issues as needed and owns the issue through resolution or closure.
- Demonstrates proactive and solution-oriented problem-solving skills with a strong customer focus.
- Develops strong partnerships with customers, resellers, team members, and other technical groups.
- Participates in on-call rotation to provide after-hours support (once every 6 weeks).
What skills & experience you’ll bring to us:
What the role is:
- Full-time, salaried position
- Regular M-F business hours
- Based out of our Louisville, Kentucky headquarters, hybrid if within proximity to Louisville office
- Minimal travel required annually for Company On-sites and meetings
What we offer:
- Competitive salary based on qualifications
- Performance based incentives
- Competitive benefits including medical, dental, vision and more!
- 401(k) with company match
- Company-paid short-term disability and group life insurance
- Casual work environment
- Dog friendly environment
- Great company culture
We offer competitive compensation, comprehensive benefits and programs that help our employees thrive in both their professional and personal lives. Our core values drive us to be successful. We are proud of our winning culture which is inclusive and respectful. We put people first. At QSR Automations we share a passion for our customers, we celebrate uniqueness and embrace fresh thinking. Don’t miss this great opportunity to join our team.
Smarter restaurants need smarter people. Come join a SMARTER team!
Qualifications
Required:
- Previous experience in an IT/Desktop support environment.
- Ability to communicate professionally and effectively in oral and written format.
- Well organized, logical thinker, possessing great attention to detail.
- Must learn software and hardware very quickly.
- Team player with the ability to multi-task and self-direct.
- Ability to work effectively with personnel in remote locations.
- Must be self-motivated with the ability to manage multiple projects simultaneously.
- Must have sufficient knowledge and experience supporting PC/LAN networked environments (Knowledge of TCP/IP and UDP networking protocols).
- Assist with the configuration and staging of systems.
- Carry out inspections and repairs of hardware.
Desired:
- Prior experience with restaurant/hospitality POS systems. Restaurant operations experience.
- Knowledge or abilities with SQL (ability to write simple queries or scripts).
- College degree or relevant technical certifications (MCDST, Support Center Analyst or ITIL).
