What are the responsibilities and job description for the Technical Support Agent I, Restaurant Support position at Zaxbys Franchising LLC?
The Zaxbys Support Center is looking for a Technical Support Agent to join the IT Restaurant Support team. The Technical Support Agent is an individual contributor on the Restaurant Support Help Desk team. They drive issue resolution with a mentality of “let’s never receive this issue again” focusing on root cause analysis and implementing solutions to reduce and eliminate recurrence. This position maintains a lab environment of restaurant system platforms and provides active knowledge transfer and assists with internal projects.
As we continue to grow, our strategies have set us up for success to be the top offering
in Chicken Fingerz, Boneless Wings and Zalads. We’d love to have you as part of our team!
This position is based in Atlanta, GA area and allows for a hybrid work schedule that includes 3 in-office days per week.
Benefits Include:
• Medical, Dental and Vision insurance
• Company-paid Disability, Critical Illness, and Basic Life insurance
• 401K participation with Company match
• 50% off meal discount at company-owned locations
• Parental Leave
• Child Care Assistance
• Education Assistance Program
• PTO and 9 Company Holidays 2 Floating Holidays
ESSENTIAL JOB FUNCTIONS
Essential duties may include but are not limited to the following:
- Support and maintain existing systems within the restaurants that include PAR POS Systems, Drive-thru Timers, Web-based Reporting Systems, Web-based Food Cost & Inventory Control Solutions, Labor tools, Interfaces, Credit Processing, and many other supporting applications
- Resolve technical problems via telephone, electronic submission, and remote control software; all calls are input into an ITSM based system – prompt response times are expected
- Review call/ticket logs from POS Vendors to determine priority issues; troubleshoot problems or work with vendors to address root cause
- Promote root cause issues requiring advanced development or procedural updates to team lead and Help Desk manager for further development
- Coordinate with vendors to ensure timely repair or replacement of hardware components covered by third-party maintenance agreements
- Assist vendors with system implementations, replacement of hardware, and configuration
- Train New Store Openings and Field Operations teams on new enhancements to POS systems, Drive-thru Timers, and new technologies added to the restaurants
- Provide updates to user manuals required for operational training
- Train Operations personnel on new, enhanced, or updated applications
- Participate in application testing for deployment to restaurants
KEY COMPETENCIES
- Advanced functional and technical knowledge of PAR POS preferred
- Desktop support skills and restaurant systems experience
- Strong and extensive capabilities to perform troubleshooting for computer applications
- Ability to communicate effectively to coworkers and supervisors
- Open minded and creative to provide new suggestions and proposals
- Eagerness to learn new skills and technologies
- Expected to handle stressful situations with tact, respect, and patience
EDUCATION AND EXPERIENCE GUIDELINES
- Education: Bachelor’s degree or IT certifications in related field of study; OR equivalent combination of education and experience
- Experience: 1 years of work experience related to desktop support and/or restaurant systems; experience with PAR POS system desired; basic coding knowledge and SQL experience preferred
Zaxby’s Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state or local law.