Support Analyst ll

At P.F. Chang's, we take PRIDE in creating a heart-filled, guest-led Pan-Asian dining experience while delivering meaningful value for our guests, Team Members, and shareholders. Our vision is to be the most admired Pan-Asian restaurant company in the world. We are seeking an experienced Support Analyst ll to join our Technology Operations team at our Global Support Center in Scottsdale, Arizona.

Provide professional and courteous phone support that will ensure the highest level of customer service and satisfaction. While ensuring Restaurant moral is not negatively impacted by downtime from POS system issues. Will log accurate records of all support call issues in Microsoft CRM including problem description, resolution, troubleshooting methods, and conversations with the customer. Work on resolving assigned and escalated cases;

update them with all communication and work performed. Will be responsible for monitoring all aging cases and will elevate those that have exceeded defined parameters to the appropriate third level resource, or to a member of IS Leadership. Create and maintain all training and support knowledge documentation. Provide on‑going training for first level Analysts that will allow them the ability to answer all calls on a live basis and meet goals for first call resolution.

Assist with the delivery of formal training to each first level Analyst that will develop needed support skills and increasing knowledge of the PFCB Standard POS System. Provide support for POS equipment installation and retrofit, including 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.

Increase and maintain an in-depth knowledge of the PFCB Standard POS System hardware and software technology systems; including front of house, back of house and communication network. Demonstrate the ability to diagnose and troubleshoot software, hardware and procedural problems. Work to minimize downtime resulting from procedural, hardware, or software applications issues within the PFCB Standard POS System. Develop and maintain knowledge of all business processes and procedures used by PFCB Restaurant Operations.

Analyze and determine reasons for current call volumes. Document findings and work with IS Leadership to provide suggestions for the reduction of call volume. Will recommend and/or develop process, policies, and procedures that lead to a more efficient and effective customer service experience. Will require travel to support restaurant openings and emergency on‑site visits May be assigned additional duties as needed which include software deployment, staging, configuration, testing, programming, installations, or upgrades.

Associate or bachelor’s degree preferred. In place of a degree, an additional two years of direct, relevant experience may be substituted or accepted. Three (3) 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. Demonstrated ability to learn additional computer skills required to support an evolving technical environment.

Demonstrated experience on PC/LAN and/or POS hardware systems. Proficient with Microsoft products, Aloha POS, and remote communication software. Demonstrated ability to train and coach others while contributing to a team atmosphere. Experience with Cherwell or other Help Desk Ticketing Systems. Demonstrated ability to analyze reports, identify trends, and document findings that support changes in the PFCB Standard POS System to reduce call volume.

CompTIA,…