Technology Implementation Specialist (Temporary)

The Technology Implementation Technician provides basic installation vendor oversight, incident resolution and installation validation testing for all new technology implementations. This role is to provide initial hardware and software installation assessment, record findings, track and escalate issues related to the validation of restaurant software applications and their infrastructure component systems.

The Implementation Technician is responsible for taking phone calls from installation vendors, collecting information through vendor dialogue, utilize remote access tools to assess and document the software/hardware installations and functional/operational readiness of the installation. Problems beyond the scope of their ability or responsibility will be resolved by timely consultation with functional resources within the BBI Operational teams, BBI Support Team or referral/redirection according to established process and in accordance with standard escalation procedures.

The Technology Implementation Technician will provide team coaching and training in basic incident resolution and request reporting. This role is to provide initial quality assessment, triage, research and resolution of basic issues and requests regarding the installation of and use of application software/hardware and/or infrastructure components. This position will work flexible hours depending on project requirements. The Technology Implementation Technician is responsible for accurately collecting information through customer conversation, accessing support tools, and possible collaboration with other support staff to resolve issues in a timely manner.

Responsibilities:

• Provide phone presence for incoming vendor requests and queries.
• Addresses and resolves basic incidents and requests, logs all issues, requests, and engages other resources or appropriate supervisory personnel to resolve issues that are beyond the scope of their ability or responsibility.
• Source, Image and Ship hardware devices in response to break/fix requests
• Follow desktop procedures for all installations
• Ensures a quality customer oriented end-to-end restaurant installation experience and provide a single point-of-contact for the installation vendor.
• Document all relevant information, including name, contact information, time, and nature of issue, troubleshooting steps taken, and resolution path.
• Utilize knowledge base, FAQ’s, teammates, and all other available resources to aid in incident resolution to resolve customer’s issues effectively and efficiently.
• Identify and learn appropriate software and hardware that is used and supported by the organization.
• Contribute to training other team members using coaching techniques
• Contribute to overall team effort in achievement of established SLA’s.
• Consistently meet and exceed established benchmarks in performance set forth by management for all Service Analysts.

Knowledge & Experience

• Certifiable customer service experience
• Knowledge of basic computer hardware
• Experience with desktop operating systems
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building and teamwork
• Strong documentation skills
• Demonstrated ability to coach customer support processes and techniques
• Strong analytical and problem-solving skills
• Proven ability to work in high volume fast paced environment

Work Location

• 100% BBI Restaurant Support Center
• Flexible work hours dependent on project requirements