Key Facts

Remote From:

Full time

English

Hard Skills

Microsoft Operating Systems Computer Networks Point Of Sale Hardware Support Escalation Management Technology Roadmaps Vendor Management Hardware Support IT Service Management Help Desk Support Project Documentation Call Center Experience Client Services Technology Research Multi-Touch Marketing

Other Skills

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Customer Service
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Adaptability
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Multitasking
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Time Management
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Teamwork
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Prioritization
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Verbal Communication Skills
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Problem Solving

Roles & Responsibilities

Proven customer service or technical support experience in a 24/7 call/contact center.
Exceptional ability to research and troubleshoot technology problems.
Excellent written and verbal communication skills.
Must reside and be authorized to work in the U.S.

Requirements:

Receive customer issues via telephone, email, and other avenues; diagnose and troubleshoot POS systems (Aloha, SICOM, and others).
Diagnose and troubleshoot networking issues (wired and wireless) and Windows 11 operating systems; maintain high-touch communication with customers, updating them on ticket progress and outages.
Aim to resolve problems and implement solutions on first contact; handle a high volume of calls and emails related to POS, IT, and networking; escalate when necessary to meet service levels.
Document internal processes in ConnectWise; maintain task documentation; interact with vendors to support hardware and software; maintain awareness of customers' key IT services.

HonorBuilt

About HonorBuilt

HonorBuilt is the nationwide technology deployment and support partner quick service and fast-casual restaurant brands choose to open new restaurants, scale quickly and execute confidently. For nearly 20 years, we have thrived on complex, large-scale projects and 24/7 on-demand support. Our talented, full-time specialists integrate seamlessly into franchise operations and simplify projects with a single partner. We work with some of the most technically advanced brands and are at restaurant locations across the US, Canada, and Puerto Rico, solving problems every day. Visit honorbuilt.com for more information. Services include new restaurant openings, structured wiring, technology refreshes, hot spare programs, on-demand site visits, and a high-availability US-based contact center. We serve both national franchisers and franchisees with 20 or more locations. We partner with leading suppliers of POS equipment, networking equipment and digital signage on their most complex roll-outs. High-visibility, "must succeed" projects are our forte.

Company type: SME

Founded: 2018

Company size: 201 - 500

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Job description

QSR System Support

We kindly ask that applicants do not call. All inquiries must be submitted through the application portal.

HonorBuilt is an IT services company specializing in restaurants and other multi-location businesses. Services include technology roll-outs, hot spare programs, on demand site visits, NCR certified help desk, and corporate IT support. Our 24/7 helpdesk provides service to national brands like Chick-fil-A, Burger King, Popeye’s and Jim ‘n Nick’s, as well as dozens of smaller local clients. Irrespective of size, we treat everyone with exceptional service.

We need talented troubleshooters with excellent communication skills who want to learn and advance their careers. The role requires a high touch and accurate responses to our national restaurant chains and their franchisees. On a daily basis you will handle a high volume of calls and emails, providing assistance for POS, IT and Networking issues. Our goal is to resolve problems and implement solutions on the first contact so our customers can get back to feeding hungry people!

Essential Duties and Responsibilities:

A “can do” approach for receiving customer issues through telephone, email and other avenues.
Diagnosis and troubleshooting issues for Point-of-Sale Systems (Aloha, SICOM and others).
Diagnosis and troubleshooting of networking issues, wired and wireless.
Diagnosis and troubleshooting of Windows 11 Operating Systems.
High touch communication with our customers is critical - keeping them informed of ticket progress, notifying them of impending changes or agreed outages.

Additional Duties and Responsibilities:

Improve customer service, perception and satisfaction.
Ability to work in a team and communicate effectively at all levels of the organization.
Escalate issues that cannot be completed within agreed service levels.
Document internal processes and procedures related to duties and responsibilities.
Responsible for full documentation of tasks, and meeting of commitments in ConnectWise.
Service awareness of customers’ key IT services for which support is being provided.
Interact with vendors to support hardware and software.
Learn and practice our Values.

Candidate Requirements include:

A proven Customer Service background or Technical Support role in a 24/7 Call/Contact Center.
Exceptional ability to research and troubleshoot technology problems.
Ability to prioritize and handle multiple tasks.
Excellent written and verbal skills.
Ability to adapt to changing procedures and equipment.
A successful background check, drug screening and technical interview.
Must reside and be authorized to work in the U.S.