Support Analyst ll

PF Changs China Bistro • Scottsdale, AZ

6d • Onsite

About The Position

P.F. Chang’s is seeking an experienced Support Analyst II to join its Technology Operations team at the Global Support Center in Scottsdale, Arizona. This primarily office-based role provides phone and technical support for the PFCB Standard POS System, helping maintain customer service and minimize restaurant downtime. The position also supports POS equipment installation and repairs, trains analysts and end users, maintains support documentation, and contributes to projects and process improvements. Travel is required to support restaurant openings and emergency on-site visits.

Requirements

• Three years of technology-related experience focused on POS system support.
• Strong telephone and interpersonal communication skills in a call-centric environment.
• Ability to type at least 30 words per minute with a high degree of accuracy.
• Ability to learn additional computer skills needed to support an evolving technical environment.
• Demonstrated experience with PC/LAN and/or POS hardware systems.
• Proficiency with Microsoft products, Aloha POS, and remote communication software.
• Ability to train and coach others while contributing to a team atmosphere.
• Experience with Cherwell or another help desk ticketing system.
• Ability to analyze reports, identify trends, and document findings that support changes to the PFCB Standard POS System and reduce call volume.
• Must currently reside in the greater Phoenix area within a reasonable commuting distance of the Scottsdale office.
• An associate or bachelor’s degree is preferred; two additional years of direct, relevant experience may be substituted for a degree.

Nice To Haves

• CompTIA, Microsoft, or Aloha certifications are desirable.
• Restaurant experience is highly desirable.
• Associate or bachelor’s degree preferred.

Responsibilities

• Provide professional, courteous phone support and help minimize the impact of POS downtime on restaurant operations.
• Record support call details in Microsoft CRM, including problem descriptions, resolutions, troubleshooting methods, and customer conversations.
• Resolve assigned and escalated cases and update case records with communications and work performed.
• Monitor aging cases and escalate cases that exceed defined parameters to an appropriate third-level resource or IS Leadership.
• Create and maintain training and support knowledge documentation.
• Train and coach first-level analysts to handle calls live and achieve first-call resolution goals.
• Assist with formal training for first-level analysts on support skills and the PFCB Standard POS System.
• Support POS equipment installation, retrofits, and 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.
• Maintain in-depth knowledge of PFCB Standard POS hardware and software, including front-of-house, back-of-house, and communications network systems.
• Diagnose and troubleshoot software, hardware, and procedural problems, working to minimize system downtime.
• Develop and maintain knowledge of business processes and procedures used by PFCB Restaurant Operations.
• Analyze call volumes, document findings, and work with IS Leadership on ways to reduce call volumes.
• Recommend or develop processes, policies, and procedures to improve customer service efficiency and effectiveness.
• Travel to support restaurant openings and emergency on-site visits.
• Perform additional duties as assigned, including software deployment, staging, configuration, testing, programming, installation, or upgrades.

Benefits

• Medical, dental, vision, and 401(k) benefits beginning on the first of the month following hire.
• 20 days of paid vacation and sick time per calendar year for full-time Global Support Center team members, prorated for new hires.
• 12 company-selected paid holidays plus two floating holidays per year.
• Annual bonuses based on company performance.
• Tuition reimbursement for job-related programs.
• Preloaded Lucky Cat Meal Card for use at corporate-owned P.F. Chang’s locations.
• Employee discounts.
• Financial assistance through the Lucky Cat Fund during hardships for qualifying team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree