Associate Technical Support

Panda Restaurant Group; Rosemead (CA); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Hybrid work schedule

401K with company match

Annual bonus

Medical, dental, and vision insurance

On-site fitness center

Restaurant discounts

Paid time off 15 days + holidays

Education assistance and scholarships

Income protection (Disability, Life, &

Bereavement leave

Benefits for eligible permanent full‑t

Job summary

Panda Restaurant Group is seeking an Associate Technical Support to diagnose and resolve problems via phone, email, and chat for PRG associates, ensuring timely resolution and quality service. The role recognizes issues and references complex problems to higher levels when needed, following up to close cases.

The position offers a hybrid work schedule, 401K with company match, and a yearly bonus opportunity, along with comprehensive benefits including health insurance and discounts.

Qualifications

• Bachelor’s degree or working towards a degree.
• Minimum one year of relevant experience.
• Pass Test 1.
• A+ certification preferred, some ITIL knowledge preferred.
• Successful completion of initial and periodically required trainings.
• Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.

Responsibilities

• Provides effective customer service and support on all incidents and requests received through all types of contact.
• Manages all incidents and requests effectively, ensuring information is accurately captured for future reference and analysis, in line with ITIL principles.
• Follows up with customers to ensure issues and requests are resolved successfully and on a timely basis per documented SOPs.
• Escalates and prioritizes higher level issues to the appropriate assignment groups.
• Contributes to the development of quality knowledge base documents for frequently reported problems, issues, and requests.

Skills

Customer service

ITIL knowledge

A+ certification

Education

Bachelor’s degree or working towards a degree

A+ certification preferred

Job description

Summary Of Job DescriptionThe Associate Technical Support responds to and diagnoses problems through phone, email, and chat with PRG associates, ensuring satisfactory customer service. This position recognizes and researches problems and resolves basic problems while referencing more complex problems to higher levels for satisfactory resolution. This position follows up to ensure timely resolution of all problems.

Summary Of Job DescriptionThe Associate Technical Support responds to and diagnoses problems through phone, email, and chat with PRG associates, ensuring satisfactory customer service. This position recognizes and researches problems and resolves basic problems while referencing more complex problems to higher levels for satisfactory resolution. This position follows up to ensure timely resolution of all problems.

You'll Get a Chance To

• Provides effective customer service and support on all incidents and requests received through all types of contact.
• Manages all incidents and requests effectively, ensuring information is accurately captured for future reference and analysis, in line with ITIL principles.
• Follows up with customers to ensure issues and requests are resolved successfully and on a timely basis per documented SOPs.
• Escalates and prioritizes higher level issues to the appropriate assignment groups.
• Contributes to the development of quality knowledge base documents for frequently reported problems, issues, and requests.

How We Reward You

• Hybrid Work schedule
• 401K with company match
• Yearly bonus opportunity*
• Full medical, dental, and vision insurance *
• On-site fitness center, biometric screen, and flu shot clinic
• Discounts at Panda restaurants, theme parks, and gym memberships
• Paid time off starting at 15 days with 7 federal holidays*
• Continuous education assistance and scholarships*
• Income protection including Disability, Life and AD&D insurance*
• Bereavement leave*
• *Benefits available for eligible permanent full time associates

Qualifications - External

Your background and experience:

• Bachelor’s degree or working towards a degree
• Minimum one year of relevant experience required
• Pass Test 1
• A+ certification preferred, some ITIL knowledge preferred
• Successful completion of initial and periodically required trainings.
• Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position.

Pay Range: P1: $29.00 - $40.50 / Hour

• Within the range, individual pay is determined using various factors, including work location and experience.

Panda Strong Since 1983

Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,800 locations globally, we continue our mission of delivering exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Whether it’s impacting our team or the communities we work in, we’re proud to be an organization that embraces family values.

You’re Wanted Here

Panda Restaurant Group, Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity, and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex/gender (including pregnancy, childbirth, lactation and related conditions), gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status. Additionally, Panda Restaurant Group, Inc. complies with all federal, state, and local laws regarding requests for workplace accommodation. The Americans with Disabilities Act (ADA) prohibits discrimination against qualified individuals on the basis of disability. Applicants are entitled to reasonable accommodations, absent undue hardship, to effectively participate in the application and hiring process, for example, sign language interpreters. If you believe you require an accommodation for the application or interview process or for the position for which you are applying, please reach out to [e-mail].