Support Analyst ll

P.F. Chang's • Scottsdale, AZ

5d • Onsite

About The Position

P.F. Chang’s is seeking an experienced Support Analyst ll to join the Technology Operations team at its Global Support Center in Scottsdale, Arizona. This primarily office-based role provides phone and technical support for the PFCB Standard POS System and helps reduce restaurant downtime while maintaining a high level of customer service. The position also supports restaurant openings and emergency onsite visits, which require travel.

The Support Analyst handles assigned and escalated support cases, maintains accurate case documentation, monitors aging cases and escalates them when needed. The role includes maintaining support and training materials, coaching and training first-level analysts, and training restaurant operators and home-office employees. The analyst diagnoses and troubleshoots POS hardware, software, network, and procedural issues; assists with equipment installation, retrofits, and repairs; and may support software deployment, staging, configuration, testing, programming, installations, or upgrades.

The analyst also reviews call-volume trends, documents findings, and works with IS Leadership to recommend ways to reduce calls and improve customer service processes. Additional duties and special projects may be assigned as needed. Candidates must currently reside in the greater Phoenix area within reasonable commuting distance of the Scottsdale office.

Requirements

• Three years of technology-related experience, with a focus on POS system support.
• Strong telephone and interpersonal contact skills in a call-centric environment.
• Ability to type at least 30 WPM 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 and live within reasonable commuting distance of the Scottsdale office.

Nice To Haves

• Associate or bachelor’s degree; in place of a degree, an additional two years of direct, relevant experience may be substituted or accepted.
• CompTIA, Microsoft, or Aloha certifications are desirable.
• Restaurant experience is highly desirable.

Responsibilities

• Provide professional, courteous phone support to maintain customer service and satisfaction and minimize restaurant downtime from POS issues.
• Log support calls accurately in Microsoft CRM, documenting problem descriptions, resolutions, troubleshooting methods, and customer conversations.
• Resolve assigned and escalated cases and keep records updated with communications and work performed.
• Monitor aging cases and escalate cases that exceed defined parameters to the appropriate third-level resource or IS Leadership.
• Create and maintain training and support knowledge documentation.
• Provide ongoing training to first-level analysts to support live call handling and first-call resolution goals.
• Assist with formal training for first-level analysts to develop support skills and knowledge of the PFCB Standard POS System.
• Support POS equipment installation, retrofit, and repair.
• Train restaurant operators and home-office employees in proper use of the PFCB Standard POS System as required.
• Lead special projects as assigned.
• Maintain in-depth knowledge of PFCB Standard POS System hardware and software, including front-of-house, back-of-house, and communication network systems.
• Diagnose and troubleshoot software, hardware, and procedural problems and minimize resulting POS system downtime.
• Develop and maintain knowledge of business processes and procedures used by PFCB Restaurant Operations.
• Analyze reasons for current call volumes, document findings, and work with IS Leadership on suggestions to reduce call volume.
• Recommend and/or develop processes, policies, and procedures that improve the efficiency and effectiveness of customer service.
• Travel to support restaurant openings and emergency onsite visits.
• Perform additional assigned duties, which may include software deployment, staging, configuration, testing, programming, installations, or upgrades.

Benefits

• Medical, dental, and vision coverage starting on the first of the month following hire.
• 401(k) starting 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 2 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