Contact & Command Center Analyst - Call Center - Part-Time - 29 Hours

Summary Description: This position provides end users with excellent customer service, service management, incident management, technical troubleshooting, help desk support services, first contact resolution, and escalation. Responsible for tracking and resolving incidents and service requests encompassing a broad range of enterprise systems, including Point of Sale (POS) devices, Back Office System (BOS), Kitchen Display Systems (KDS), PCs, hardware, software, OS, networks, data, voice, facility maintenance, user training, HR systems, Incident Hotline/ Media Hotline, Mobile Application, Xenial support and Online Ordering functionality in addition to Command Center support and escalation.

Responsibilities:

• Assumes additional responsibilities as assigned
• Provides support, based on Level, for all Quality Assurance issues (product quality, temperature issues, food safety and distribution).
• Completes detailed reports regarding the request and steps taken to resolve technical issues.
• Provides support, based on Level, for Point of Sale and Back Office System reimages and rebuilds.
• Tracks and resolves incidents and service requests as well as analyzes trends and provides accurate reports of findings.
• Promote cross-functional relationship with other technology support teams to facilitate timely responses and resolutions.
• Provides end-to-end support for all Restaurant unit disruptions that involve partial or full closure.
• Directs unresolved issues to the next level of support personnel.
• Works on special projects, as needed.
• Responds to high volume/high complexity inquiries from Restaurant Operators and Above-Store Support, based on Level, across all restaurant equipment and functionality using system to gather information, triage and resolve issues.
• Develops and refines the Contact Center’s Knowledge Base, Work Instructions and Standard Operating Procedures related to all technical issues and technology.
• Provides support related to maintenance services dispatch, status checks and after-hours page outs.
• Monitors progress and follows up on open incidents / requests to ensure issue is resolved timely.

Qualifications - External

EDUCATION:

• High school diploma/GED equivalent or equivalent work experience

EXPERIENCE:

• Experience in the Quick Service Restaurant or Retail Point-of-Sale (POS) systems, preferred
• Experience working in fast paced organization with Service Level Agreement (SLA)/ performance goals preferred
• Experience and/or education in Windows OS, service management software, e-mail, voicemail, internet/intranet, cell phones, desktop support, preferred
• Experience in Customer Service and/or Held Desk support preferred
• Familiarity of Whataburger’s network, operating systems and software applications a plus

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficiency in Restaurant technology – i.e., Point-of-Sale (POS), Back Office System (BOS), Kitchen Display Systems (KDS), LAN/WAN troubleshooting, etc. preferred
• Proficiency in JD Edwards (as applicable)
• Proficiency in MS Office Word, Excel, Outlook, Power Point and Visio (as applicable)

PROFESSIONAL CERTIFICATION:

• HDI-Support Center Team Lead; HDI-Knowledge Centered Support; CompTIA Security+; MCP; CCNA or other related certification is a plus
• HDI-Support Center Analyst required for level 2-3
• CompTIA Network+ required (or obtained within 180 days) for level 2-3
• CompTIA A+ required for level 2-3

WORKING CONDITIONS/TRAVEL REQUIREMENTS:

• Some travel, both locally and long distances, (including air travel), to worksites, meeting sites, and other locations may be necessary
• Must be able to report to work timely and work both the times of day and total hours per week required as set by management
• Must be able to work the normal business hours as set by management for the team that Family Member supports