Support Analyst ll

We are seeking an experienced Support Analyst ll to join our Technology Operations team at our Global Support Center in Scottsdale, Arizona. Provide professional and courteous phone support that will ensure the highest level of customer service and satisfaction. Will log accurate records of all support call issues in Microsoft CRM including problem description, resolution, troubleshooting methods, and conversations with the customer. Will be responsible for monitoring all aging cases and will escalate those that have exceeded defined parameters to the appropriate third level resource, or to a member of IS Leadership. Create and maintain all training and support knowledge documentation. Provide on-going training for first level Analysts that will allow them the ability to answer all calls on a live basis and meet goals for first call resolution. Assist with the delivery of formal training to each first level Analyst that will develop needed support skills and increasing knowledge of the PFCB Standard POS System. Provide support for POS equipment installation and retrofit, including repairs. Train restaurant operators and home office employees in the proper use of the PFCB Standard POS System as required. Lead special projects as assigned. Increase and maintain an in-depth knowledge of the PFCB Standard POS System hardware and software technology systems; including front of house, back of house and communication network. Demonstrate the ability to diagnose and troubleshoot software, hardware and procedural problems. Work to minimize downtime resulting from procedural, hardware, or software applications issues within the PFCB Standard POS System. Develop and maintain knowledge of all business processes and procedures used by PFCB Restaurant Operations. Document findings and work with IS Leadership to provide suggestions for the reduction of call volumes. Will recommend and/or develop process, policies, and procedures that lead to a more efficient and effective customer service experience. Will require travel to support restaurant openings and emergency on-site visits May be assigned additional duties as needed which include software deployment, staging, configuration, testing, programming, installations, or upgrades. Associate or bachelor's degree preferred. Three (3) years of technology-related experience with a focus on POS system support. Strong telephone and interpersonal contact skills in a call-centric environment. Demonstrated ability to learn additional computer skills required to support an evolving technical environment. Proficient with Microsoft products, Aloha POS, and remote communication software. Experience with Cherwell or other Help Desk Ticketing Systems. Demonstrated ability to analyze reports, identify trends, and document findings that support changes in the PFCB Standard POS System to reduce call volume. CompTIA, Microsoft, or Aloha certifications are desirable. This is primarily an office-based position located at the P.Chang's Global Support Center in Scottsdale, Arizona 85255 . Candidates must currently reside in the greater Phoenix area and live within a reasonable commuting distance of the office. Passion —We bring energy, heart, and purpose to every plate, and every guest, every time. Innovation — We remain curious, aspirational, and forward-thinking. Comprehensive Benefits : Medical, dental, vision and 401(K) starting on the 1st of the month following the hire date. Paid Vacation and Sick Time: 20 days per calendar year for full-time Global Support Center team members, prorated for new hires. Paid Holidays: 12 company-selected holidays plus 2 floating holidays per year. Competitive Pay & Performance Incentives : Annual bonuses based on Company performance. Tuition reimbursement for job related programs. Supportive Community : Financial assistance through the Lucky Cat Fund during hardships for qualifying team members. Click "Apply Now" to submit your application.