Requirements

Experience and/or background in facilitating and identifying technical solutions to issues. Excellent verbal and written communication skills. Good organizational skills. Ability to self-direct, take ownership, and work independently to accomplish short- and long-term progress on projects and support items. Reliable team player – able to work effectively with team to ensure coverage of incoming requests and all other tasks, as delegated. Intermediate-Expert in Excel, Word, PowerPoint. Use of ticketing systems: ServiceNow and/or Jira. Ability to navigate and learn additional vendor tools, portals, dashboards, etc.

Job Description

Oversee vendor support and assist, assess, and drive technical support requests to resolution. Research, investigate and determine potential root cause of technical issues, using existing web portals, tools, dashboards to identify and engage correct teams to expedite resolution for deployed restaurant technology solutions. Follow-up and ensure effective communication, resolution, and closure of requests. Drive engagement with vendors, onsite contacts, and all other stakeholders to expedite and restore services. Complete proactive monitoring processes to ensure ongoing health and stability of restaurant technology solutions – using web portals, tools, dashboards, and existing vendor/escalation point support teams. Compose, compile, and deliver technical documentation, processes, and reporting/analysis of data pertaining to role and duties. Additional tasks or duties, as assigned by Management