IT Product Support Specialist

Purpose of Position:

 

Support and evaluate technology components deployed in Cosi restaurants; specifically Point of Sale (POS) and Back of House (BOH) products.  Configure, consult, support and document these products in order to meet restaurant’s business needs.

 

Position Responsibilities:

 

·  Coordinate the testing and implementation of new store system solutions.   

·  Develop, maintain and document standard product configurations.

·  Demonstrate restaurant technology products within and outside the IT Department.

·  Assist with the development, delivery and evaluation of training materials.

·  Provide internal consulting services as a subject matter expert on POS and BOH products.

·  Provide input regarding POS and BOH enhancements and determine system impact.

·  Review functional requirements to determine fit and assist in developing requirements specifications.

·  Provide customer assistance with inquiries and issues.  Perform problem research, recognition, isolation, and resolution steps.

·  Document processes to include but not limited to - project management reporting, specifications and functionality, asset management, accomplishments report, procedures, and activity checklists. 

·  Maintain current knowledge and continuously review costs of software, hardware and equipment to minimize expenditures.

·  Stay abreast of new technology developments as they relate to the company’s operations.

·  Be on-call, work irregular hours, and travel (max 15%) as required. 

 

 

Essential Qualifications and Experience:

 

·  Bachelors Degree in Computer Science or related discipline.  Will accept a combination of relevant work experience, courses and certifications.   

·  Minimum 5 years of progressive experience in hospitality operations and/or training with an emphasis on POS and BOH systems.

·  Demonstrated project management skills from conception to evaluation, with ability to manage multiple tasks simultaneously and to deadline.

·  Ability to formulate flexible strategies and action plans to achieve results.

·  Demonstrated ability to plan, implement and support systems in a rapidly growing company.

·  Ability to identify and resolve issues and alert management to potential areas of liability.

·  Demonstrated ability to make complicated and technical concepts clear to end-users of all levels.

·  Ability to quickly develop comprehensive knowledge of technology systems. 

·  Ability to function independently and intuitively in a fast-paced environment.

·  Excellent customer service and interpersonal skills; telephone etiquette; strong verbal and written communication skills (technical and non-technical).

·  Ability to maintain a high level of client trust and confidence in the understanding of and concern for clients needs.

·  Highly organized/strong attention to detail.

·  Demonstrated problem-solving skills.



·  Ability to take technical direction, adhere to established standards and techniques, and prioritize tasks.

·  Ability to work independently, on a team, and a virtual team.

·  Ability to be on-call, work irregular hours, and travel (max 15%) as required.