Our Purpose

Elevate great family brands to achieve their peak performance for our franchises and customers.

Position Overview

The Restaurant Technology Support Specialist will provide technical support to Corporate and Franchise Restaurants and assist with system wide updates and rollouts as directed. This role reports directly to the Manager, Restaurant Technology Support.

Responsibilities Include:

Provide first level technical support in all areas related to back-office systems, (FUSION/E*Restaurant), Micros POS hardware & software and third party communication systems (RemoteLink, VPN, WAN, fax & telephone systems).

Maintain detailed records of all support calls for historical tracking and analysis.

Maintain accurate records in Asset system of store office equipment and depo-parts inventory.

Work with Restaurant Automation, IT Development Group and IT Quality Assurance to coordinate PC staging (Mgr PC and POS) for New Store Openings, Retro Conversions and replacement PC’s.

Work with Restaurant Automation Department to coordinate implementation of program changes and/or conversions such as M-Class, credit card driver changes, service packs, etc.

Work with credit card processor Merchant Link to research and solve credit card issues.

Work with various third-party vendor support centers when escalating beyond first level troubleshooting support or if hardware replacement is necessary.

Qualifications and Skills:

Keen attention to detail

Excellent Communication skills

Ability to work in a team-oriented environment

Analytical thinking skills

Creative thinking skills

Customer Focused mindset

Education and Experience

At least 2 years computer experience with Microsoft Office (Excel and Outlook)

A good understanding of point-of-sale systems.

Physical Requirements

Ability to lift up to 40lbs

Ability to withstand extended periods of sitting, typing, and looking at a computer screen; may require some reaching, bending, and lifting

Disclaimer

This position description is not intended, and should not be considered to be, an exhaustive list of all responsibilities, skills, effort or working conditions associated with the job. It is intended to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development, and compensation.

Would this be accurate for Ascent HM?