Support Analyst (on-site)

Ziosk•Plano, TX

7h•Onsite

About The Position

Welcome to Ziosk, where we empower restaurants to focus on what matters most: the guest experience! Have you ever used a tablet to pay at a restaurant? We pioneered the pay-at-the-table concept and we’re cooking up a plan to transform the restaurant industry. Our recipe for success has been adapting and growing to exceed the needs of our clients, such as Olive Garden, Texas Roadhouse, Chili’s and more – helping them create an experience that keeps guests coming back. Today we have a full menu of solutions, from hardware to software to cloud-based and AI driven products, all focused on helping them create the best guest experience possible to grow their bottom line. Our secret sauce? Our people! Every day, they’re cooking up bold solutions, making Ziosk the leading pay-at-the-table provider in the industry. Want a seat at our table? Ziosk is looking for an experienced Support Analyst to join our Customer Support department. This position provides support for end-to-end for Ziosk enterprise applications and proprietary device support. This position involves performing diagnostic investigation into complex customer-impacting issues to resolve and identify root causes. This role will adhere to established trouble shooting procedures on routine work. This position serves as primary interface between Ziosk and its clients for regarding technical issues.

Requirements

Must be able to professionally interact with our client's Restaurant Management at all levels.
Must be a strong problem solver.
Excellent verbal and written communication skills.
Must be willing to document work effort on an ongoing basis.
Comfortable working across multiple communication channels (phone, email, ticketing) with restaurant management, client IT/service desk teams, and third-party vendors.
Flexible schedule, including weekend availability through midnight.
Candidates must be eligible to work in the U.S. and be able to commute daily to Plano, TX.
Applicants must be authorized to work for ANY employer in the U.S.
We are unable to sponsor or take over sponsorship of an employment Visa currently.

Nice To Haves

Existing POS knowledge (Aloha, Micros, Toast, Dash, etc.) is not a requirement but is a plus.

Responsibilities

Act as frontline technical support and response for incoming queries and issues related to Ziosk systems, software, and hardware using the various Ziosk support tools.
Troubleshoot incidents with point-of-sale systems (Aloha, Micros, Toast, Dash, etc.) and other Ziosk platforms, including check transfer, order routing, and payment capture issues.
Escalate and track payment processing and encryption errors with third-party payment processors.
Monitor device connectivity and status using Ziosk's device monitoring tools and proactively contact sites to resolve issues discovered through monitoring, including devices offline or off-network.
Review automated exception and reporting logs to identify and resolve report-delivery failures.
Provide superior customer service through phone and email support to restaurant clients.
Adhere to documented metrics and key performance indicators.