Job Summary
The Restaurant Technology Support Analyst (L1) serves as the first point of contact for restaurant employees, shift managers, and franchise operators experiencing technology-related issues. This role is responsible for logging, categorizing, troubleshooting, and resolving common incidents while ensuring minimal disruption to restaurant operations, guest experience, and revenue-generating activities.
Key Responsibilities
- Act as the first point of contact via phone, email, chat, or ticketing system.
- Log, categorize, prioritize, and assign incidents accurately.
- Resolve common issues related to:
- Point-of-Sale (POS) systems
- Self-service kiosks
- Drive-thru technology
- Payment terminals
- Restaurant workstations and handheld devices
- Basic network and connectivity issues
- Perform password resets, account unlocks, and user access management.
- Support restaurant software applications and back-office systems.
- Follow standard operating procedures (SOPs) and knowledge base articles.
- Escalate unresolved incidents to L1.5 or L2 support teams as required.
- Maintain accurate ticket documentation and ensure SLA compliance.
- Provide exceptional customer service while supporting busy restaurant environments.
- Prioritize critical incidents impacting guest service, ordering, payment processing, or restaurant operations.
Required Skills
- Proficiency in Spanish, both written and verbal, with the ability to communicate effectively in a business environment.
- Strong English communication skills, both spoken and written.
- Basic understanding of restaurant technology ecosystems.
- Knowledge of POS systems, payment processing, and restaurant operations.
- Understanding of Windows OS, Microsoft 365, and networking fundamentals.
- Experience with ServiceNow or similar ITSM tools.
- Strong communication and customer service skills.
- Ability to follow documented procedures and support processes.
- Basic understanding of ITIL incident and request management.
Work Arrangement
- Full onsite work setup at the Mall of Asia (MOA) Business Complex, Pasay City.
- Willingness to work on a shifting/rotating schedule, including night shifts as required by business needs.
