POS Support Analyst II — Customer-Focused Tech Ops

P.F. Chang's China Bistro, Inc.; Scottsdale (AZ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Paid vacation

Paid holidays

Bonuses

Tuition reimbursement

Lucky Cat Meal Card

Employee discounts

Financial assistance

Job summary

P.F. Chang's China Bistro, Inc. in Scottsdale, AZ is seeking an experienced Support Analyst II to join our Technology Operations team at the Global Support Center.

You will provide professional phone support, log issues in Microsoft CRM, and help minimize downtime of the PFCB POS system while maintaining guest and restaurant morale. The role includes training first-level analysts and supporting POS installations.

Qualifications

• Three years of technology-related POS support experience.
• Strong telephone and interpersonal skills in a call-centric environment.
• Typing at least 30 WPM with high accuracy.

Responsibilities

• Provide professional phone support to ensure high customer service levels.
• Log issues in Microsoft CRM with problem descriptions, resolutions, and conversations.
• Resolve assigned and escalated cases and monitor aging metrics.
• Create and maintain training and knowledge documentation; train first level Analysts.
• Support POS installation, retrofit, repairs, and operator training.
• Travel to support restaurant openings and on-site visits.

Skills

POS system support

Phone support

Typing 30 WPM

MS Office

Aloha POS

Cherwell ticketing

Train others

Remote tools

Certifications desirable

Restaurant experience

Education

Associate or Bachelor’s degree preferred

Tools

Microsoft CRM

Cherwell

Aloha POS

Job description

P.F. Chang's China Bistro, Inc. in Scottsdale, AZ is seeking an experienced Support Analyst II to join our Technology Operations team at the Global Support Center.

You will provide professional phone support, log issues in Microsoft CRM, and help minimize downtime of the PFCB POS system while maintaining guest and restaurant morale. The role includes training first-level analysts and supporting POS installations.