Spanish Speaker | Restaurant Technology Support Analyst (Level 1)

Capgemini; Pasay; On-site; PHP 335,000 - 502,000; Full time

Job summary

Capgemini is seeking a Restaurant Technology Support Analyst (L1) to serve as the初 contact for restaurant staff, troubleshooting incidents and guiding users through standard procedures.

You will log and escalate issues, support POS and back-office apps, and maintain ticket discipline in a fast-paced restaurant environment. Willingness to work rotating shifts at MOA Pasay is required.

Qualifications

• Fluent in Spanish and English for business communication.
• Knowledge of POS, payments and restaurant ops.

Responsibilities

• Act as the first point of contact via phone, email, chat, or ticketing system.
• Log, categorize, prioritize, and assign incidents accurately.
• Resolve common issues related to drive-thru tech, payment terminals, and restaurant devices.
• Perform password resets, account unlocks, and user access management.
• Support restaurant software applications and back-office systems.
• Follow SOPs and knowledge base articles.
• Escalate unresolved incidents to L1.5 or L2 teams as required.
• Maintain accurate ticket documentation and SLA compliance.
• Provide exceptional customer service in busy restaurant environments.
• Prioritize critical incidents affecting guest service, ordering, or operations.

Skills

Spanish

English

Restaurant tech basics

POS systems

Payment processing

Windows OS

Microsoft 365

Networking basics

ServiceNow

ITIL basics

Customer service

Documentation procedures

Tools

ServiceNow

Ticketing systems

Job description

The Restaurant Technology Support Analyst (L1) serves as the first point of contact for restaurant employees, shift managers, and franchise operators experiencing technology-related issues. This role is responsible for logging, categorizing, troubleshooting, and resolving common incidents while ensuring minimal disruption to restaurant operations, guest experience, and revenue-generating activities.

Key Responsibilities

• Act as the first point of contact via phone, email, chat, or ticketing system.
• Log, categorize, prioritize, and assign incidents accurately.
• Resolve common issues related to:
• Drive-thru technology
• Payment terminals
• Restaurant workstations and handheld devices
• Basic network and connectivity issues
• Perform password resets, account unlocks, and user access management.
• Support restaurant software applications and back-office systems.
• Follow standard operating procedures (SOPs) and knowledge base articles.
• Escalate unresolved incidents to L1.5 or L2 support teams as required.
• Maintain accurate ticket documentation and ensure SLA compliance.
• Provide exceptional customer service while supporting busy restaurant environments.
• Prioritize critical incidents impacting guest service, ordering, payment processing, or restaurant operations.

Required Skills

• Proficiency in Spanish, both written and verbal, with the ability to communicate effectively in a business environment.
• Strong English communication skills, both spoken and written.
• Basic understanding of restaurant technology ecosystems.
• Knowledge of POS systems, payment processing, and restaurant operations.
• Understanding of Windows OS, Microsoft 365, and networking fundamentals.
• Experience with ServiceNow or similar ITSM tools.
• Strong communication and customer service skills.
• Ability to follow documented procedures and support processes.Basic understanding of ITIL incident and request management.

Work Arrangement

• Full onsite work setup at the Mall of Asia (MOA) Business Complex, Pasay City.
• Willingness to work on a shifting/rotating schedule, including night shifts as required by business needs.