Technology Support Coordinator

Technology Support Coordinator

What began as an idea between two brothers to open a Mexican restaurant has since grown into one of the largest, privately held Taco Bell franchisees in America. At Border Foods, we work with a people-first mantra. From cooks to cashiers to restaurant managers and beyond, we work together to bring to life the Core Values of Border Foods. Welcome to our family where you will continue to learn, evolve, and shape what comes next on our mission of making lives better. As an employee your mission is to reinforce the Border Foods CORE values, to include Accountability, Integrity, Family, Excellence, Teamwork, and Empowerment. At Border Foods, we will unlock the full potential of our employees and guest's restaurant experience by creating safe welcoming and supportive environments where everyone can thrive. The purpose of the Support Center is to deliver a high level of service within their work center in order to support the business.

Support Center Core Values:

• Consistently demonstrates integrity in actions and expectations
• Holds self accountable for standards and expectations.
• Ensures a quality customer experience by driving fast and friendly service
• Adheres to all local, state, and federal laws and guidelines.

Family & Teamwork

• Creates unity in the team by building cross functional relationships
• Respond to field operations leaders and other support positions questions and resolves employee issues in a timely manner
• Approaches each day and task with the understanding that business needs change frequently and that the level of service and support must adapt to the changes as needed
• Able to navigate challenging situations and provide appropriate guidance
• Motivates and supports the team through active listening and the ability to communicate to a wide variety of audiences
• Represents Border Foods in handling customer complaints and/or issues; demonstrating a sincere approach and desire to find an effective solution.
• Instills a recognition culture that creates a positive work environment

Excellence:

• Strategic planner creates short term and long-term strategies for success
• Utilizes systems and tools in order to make appropriate business decisions

Empowerment:

• Works to identify the strengths and abilities of their team to help others succeed
• Takes ownership of own personal growth and development
• Consistently demonstrates active and timely communication
• Seeks and shares ideas to help others succeed
• Bringing others along, operationally, through use of tools.

Required or Preferred Experience:

• Must be at least 18 years of age.
• High school diploma or equivalent.

Position Mission The Technology Support Specialist supports restaurant operations by troubleshooting, maintaining, and resolving technology-related issues across Border Foods locations. This role works directly with restaurant teams and internal partners to ensure technology systems, hardware, and software are functioning effectively and supporting day-to-day operations. This position focuses on timely issue resolution, technical support, and execution of technology initiatives in the field.

• Respond to and resolve incoming technology escalations from restaurant field teams
• Troubleshoot hardware, software, and network-related issues impacting restaurant operations
• Coordinate with internal IT teams and vendors to ensure timely resolution of service needs
• Provide follow-up support to restaurants to confirm stability and resolution

Field Technology Execution

• Support implementation and deployment of technology initiatives in restaurant environments
• Assist with hardware and software installations, upgrades, and replacements
• Help coordinate equipment dispatch and field service support aligned to service needs
• Monitor systems and escalate recurring issues to leadership for further evaluation

Documentation & Training Support

• Maintain documentation related to supported systems, processes, and common issues
• Assist in developing training materials and guidance for restaurant teams
• Partner with Training and Operations teams to improve technology adoption and reduce service disruptions

Operational Support

• Collaborate with warehouse and logistics partners to support fulfillment and equipment needs
• Participate in field visits as needed to support troubleshooting and implementation efforts
• Provide on-call support for critical after-hours escalations, including evenings, weekends, and holidays

Qualifications

• 3-5 years in a technology support or helpdesk environment
• Experience troubleshooting hardware, software, and networking issues
• Experience supporting retail or restaurant technology environments preferred
• Familiarity with monitoring, logging, or ticketing systems
• Strong working knowledge of Windows OS and general computer/networking technologies
• Strong communication skills and ability to work with non-technical users
• Ability to prioritize multiple requests in a fast-paced environment

Education

• Bachelor's degree in technology-related field or equivalent experience

Personal Attributes

• Strong problem-solving skills
• Customer-focused mindset supporting restaurant teams
• Adaptable and comfortable in a fast-changing environment
• Team-oriented with strong collaboration skills
• Self-motivated with ability to work independently

Physical Demands: The physical demands for this position are sitting, standing, bending, lifting, and moving intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodation. The duties of this position may change from time to time. Border Foods reserves the right to add or delete duties and responsibilities at the discretion of Border Foods or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.

Border Foods is proud to be an Equal Opportunity Employer of Minorities, Women, Protected Veterans, and individuals with Disabilities and does not discriminate based on gender identity or sexual orientation.