POS Systems Support Analyst II

PF Changs China Bistro; Scottsdale (AZ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits

Paid vacation and sick time

Paid holidays

Competitive pay & performance Incent

Professional development

Lucky Cat meal card

Exclusive discounts

Supportive community

Job summary

PF Changs China Bistro in Scottsdale, AZ is seeking an experienced Support Analyst II to join our Technology Operations team at the Global Support Center. This office-based role supports the POS system and related hardware and software, ensuring uptime for restaurant operations and guest experience.

You will log and resolve cases in Microsoft CRM, train first-level analysts, and lead special projects while collaborating with IS Leadership. Travel may be required for openings and on-site support.

Qualifications

• Three (3) years of technology-related experience with a focus on POS system support.
• Strong telephone and interpersonal contact skills in a call-centric environment.
• Ability to type at least 30 WPM with a high degree of accuracy.
• Demonstrated ability to learn additional computer skills required to support an evolving technical environment.
• Demonstrated experience on PC/LAN and/or POS hardware systems.
• Proficient with Microsoft products, Aloha POS, and remote communication software.
• Demonstrated ability to train and coach others while contributing to a team atmosphere.
• Experience with Cherwell or other Help Desk Ticketing Systems.
• CompTIA, Microsoft, or Aloha certifications are desirable.
• Restaurant experience is highly desirable.

Responsibilities

• Provide professional phone support ensuring high service levels.
• Log support call issues in Microsoft CRM with details.
• Resolve assigned and escalated cases and update communications.
• Monitor aging cases and escalate as needed.
• Create and maintain training and support documentation.
• Provide ongoing training for first level Analysts.
• Assist with formal training on the PFCB POS system.
• Support POS equipment installation and retrofit.
• Train operators and home office staff in POS usage.
• Lead special projects.
• Maintain knowledge of POS system hardware/software.
• Diagnose and troubleshoot software, hardware, and procedural issues.
• Analyze call volumes and suggest reductions.
• Develop processes/policies to improve customer service.
• May travel for openings and on-site visits.
• Other duties including deployments or upgrades.

Skills

POS system support

Customer service

Training & coaching

Problem diagnosis & troubleshooting

Microsoft CRM

Education

Associate or Bachelor’s degree preferred

Tools

Aloha POS

Cherwell Help Desk

Remote communication software

PC/LAN hardware

Microsoft Office

Job description

PF Changs China Bistro in Scottsdale, AZ is seeking an experienced Support Analyst II to join our Technology Operations team at the Global Support Center. This office-based role supports the POS system and related hardware and software, ensuring uptime for restaurant operations and guest experience.

You will log and resolve cases in Microsoft CRM, train first-level analysts, and lead special projects while collaborating with IS Leadership. Travel may be required for openings and on-site support.