L2 Support Agent
The Torchy's legacy began in Austin, Texas in 2006 with an idea, a dedicated executive chef and a food trailer to now operating in dozens of locations across multiple states. OUR MISSION: Be Damn Good. OUR VISION: Serve people the Best Damn Tacos. OUR WHY: Passion. OUR MOTTO: Devil is in the details.
Here's what we need:
At Torchy's, our goal is to embrace advancements in technology to equip our business to be people led! The L2 Support Agent is responsible for supporting the HQ and in-store technology across our organization ranging from Point of Sale (POS) to Infrastructure. This position will report to our Manager of Restaurant Systems.
What you'll be doing:
- Serve as the first point of contact for customers seeking technical assistance via phone call, email, or support portal ticket
- Provide technical support through Help Desk which is responsible for handling tickets that are submitted both by the store and headquarters teams
- Direct business partners to specific issue reports that need to be addressed by that partner
- Participate in the development of training programs to be used by our end users and future support agents to better understand the systems being used
- Ensure troubleshooting steps have been completed before escalating to L3 support agents
- Follow up on open tickets to ensure completion and results
- Manage user accounts on multiple systems including password resets and onboarding and offboarding
- Follow all help desk policies and procedures
- Monitor integrations to ensure they are running successfully
- Perform POS maintenance: printer updates, menu changes, price and category management
- Assist with new restaurant opening setup
- Perform quality assurance testing as updates are needed
- Identify opportunities to prevent repeat issues and recommend to the team for approval
- Manage incidents for timely resolution
- Work with Stores and Internet Service Providers to resolve WAN outages.
QUE-SO…here's what you'll need:
Minimum Qualifications
- 2-4 years of general work experience
- 2+ years' experience supporting systems for hospitality including but not limited to point-of-sale, kitchen display, back office systems, hardware, networking, telephony
- Tech-savvy with working knowledge of software and hardware, including the following:
- Microsoft Office 365
- Apple iPads
- Epson receipt printers
- Windows Operating Systems
- Proficiency in PC Systems and related software
- Familiarity with basic networking concepts
- Video Conferencing (Team, Google Meet, Zoom)
- VoIP
- Well organized with the ability to multitask
- Ability to use knowledge to innovate solutions for new problems and issues
- High energy and enthusiasm, integrity, superior communication skills (both verbal and written), resilience, service orientation, and a collaborative influence style
- Strong time management to ensure SLA's are met
Physical Requirements
- Lifts and move objects up to 50 lbs.
Travel
- Must be able to travel to the stores within the market for onsite support as needed.
Work Location
- Austin – Hybrid (2 days at HQ)
- Outside of Austin Metroplex – Fully Remote