QSR Automations Inc.-posted 5 months ago
Full-time • Entry Level
Louisville, KY
101-250 employees

At QSR Automations, we set out each day to accomplish one thing: help restaurants create the ultimate guest experience. For 28+ years we’ve been helping restaurants of all sizes all around the world. From kitchen automation to guest management solutions, our goal is to create and implement the systems that make restaurants more efficient, more integrated, and more profitable. QSR Automations has an immediate opening for the role of Support Services Analyst. This position will report directly to the Director of Support Services. As a motivated team player with a high sense of urgency for customer satisfaction, the Tech Support Helpdesk will be supporting proprietary software applications that requires them to gain a sufficient amount of knowledge both functionally and technically of the application.

  • Perform first and second level technical support in a fast-paced environment.
  • Return calls from customers promptly and respond to user inquiries with an appropriate level of urgency based on documented SLAs.
  • Assist customers with installs, upgrades and configuration issues performing as a subject matter expert on all SW/HW products.
  • Create and update support tickets daily using FreshDesk system. Monitor and escalate issues as needed and own the issue through resolution or closure.
  • Demonstrate proactive and solution-oriented problem-solving skills with a strong customer focus.
  • Develop strong partnerships with customers, resellers, team members, and other technical groups.
  • Participate in on-call rotation to provide after-hours support (once every 2 weeks).
  • Previous experience in an IT/Desktop support environment.
  • Ability to communicate professionally and effectively in oral and written format.
  • Well organized, logical thinker, possessing great attention to detail.
  • Must learn software and hardware very quickly.
  • Team player with the ability to multi-task and self-direct.
  • Ability to work effectively with personnel in remote locations.
  • Must be self-motivated with the ability to manage multiple projects simultaneously.
  • Must have sufficient knowledge and experience supporting PC/LAN networked environments (Knowledge of TCP/IP and UDP networking protocols).
  • Assist with the configuration and staging of systems.
  • Carry out inspections and repairs of hardware.
  • Prior experience with restaurant/hospitality POS systems.
  • Restaurant operations experience.
  • Knowledge or abilities with SQL (ability to write simple queries or scripts).
  • College degree or relevant technical certifications (MCDST, Support Center Analyst or ITIL).
  • Competitive salary based on qualifications.
  • Performance based incentives.
  • Competitive benefits including medical, dental, vision and more!
  • 401(k) with company match.
  • Company-paid short-term disability and group life insurance.
  • Casual work environment.
  • Dog-friendly environment.
  • Great company culture.
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