Client Support Specialist - 0000 - Boston Market Corporate (Golden, CO) - Full-time / Part-time

Summary:

Provides technical support to restaurant employees regarding point-of-sale (POS), back office system (BOS), limited networking issues and CCTV security systems. 

Essential Functions:

• Answers incoming calls from restaurant managers and questions from Support Center customers regarding restaurant systems issues.  
• Applies RTS processes consistently and uphold security standards (software and hardware). 
• Works diligently on automation emails (ALRM messaging) and email responses in the general RTS mailbox. 
• Ensures first call resolution including analysis and determination of probable cause.
• Attempts prompt resolution for calls documented in the Siebel CRM Provider Group (open and solving service requests), including service requests assigned to the RTS Provider Group opened by any Siebel user.   
• Documents all service request information from restaurants into Siebel, including by not limited to, troubleshooting with store managers and email/voice mail comments pertaining to the service request from other users.   
• Follows up on all restaurant systems issues and prioritizes work based on direction provided by RTS Manager or acting Supervisor. 
• Assists other RTS team members with helpful, prompt, and knowledgeable resolution of restaurant system issues.
• Uses appropriate escalation of difficult problems if resolution is not achievable within prescribed time standards.
• Consistently adheres to all RTS processes and collaborates with all team members. 
• Shares problem solutions and ideas with RTS Manager and team members (e.g. metrics and call monitoring).
• Actively participates in restaurant software testing and feedback with other Support Center departments. 
• Punctual and regular attendance. 
• Follows company policies and procedures at all times.
• Performs other related duties as required and assigned.

Competencies

• Accountability.
• Analytical. 
• Continuous Learning.
• Customer Focus.
• Effective Communication, Written and Verbal.
• Personal Effectiveness/Credibility.
• Problem Solving. 
• Relationship Building.
• Teamwork & Collaboration.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days is a shift within a 24/7 schedule. 

Required Education and Experience

• High school diploma or equivalent skills and experience.
• 1 year of experience basic networking, connectivity software.
• 1 year of experience in Windows XP and basic PC Architecture and hardware integration required. 
• 1 year of experience troubleshooting basic computer architecture and hardware integration with other peripherals.    
• 1 years of call center/customer service experience with a restaurant or retail company; or 6 months help desk experience in a non-retail setting; or one year managerial experience in a Boston Market restaurant; or three year managerial experience in a restaurant or retail setting.

Preferred Education and Experience

• Associate or Bachelor’s Degree in Computer Science or Restaurant Management. 
• 1 year of experience supporting Point of Sale software. 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Relationships/Contacts:

Interacts daily with members of the restaurants, RTS team, and frequently with members of the Enterprise Development team, and other Support Center team members.        

Boston Market Corporation is an equal opportunity employer. Qualified applicants are considered for all positions without regard to race, color, religion, national origin, age, disability, gender, sexual orientation, marital status or veteran status.