Call Center Support Specialist

6 months ago

Richmond Hill, Canada Boston Pizza International, Inc. Full time

Boston Pizza International has been recognized as one of Canada’s 50 Best Managed Companies since 1994. Serving more than 40 million guests annually, Boston Pizza International Inc. is Canada’s No. 1 casual dining brand with more than 380 restaurants in Canada and more than $1 billion in sales. Boston Pizza has for decades enjoyed a significant takeout and delivery side to our business, which has served as a strong advantage vs. most competitors in helping us adjust to and successfully weather the significant impacts the pandemic has had on the broader restaurant industry. We hope you’ll consider joining us

**What you do**:
As a key member of the Technology team, the **POSI Solution Center Specialist** is responsible for providing technology support for all Boston Pizza restaurants in Canada and all US Boston’s locations. This role supports the hardware and software of all core operational systems in the restaurants, providing problem resolution and minimizing service interruptions to the restaurants and their guests.

In this role, you will be expected to:

- Provide support for and troubleshooting of core operational restaurant systems and other technology platforms in the restaurants.
- Support third party vendors and partners with store hardware and software configurations.
- Responsible for store-specific menu programming on the point-of-sale system, which includes downloading menus, feature sheets, and special promotions.
- Maintain POS Solution Centre service level agreements.
- Create and maintain documented procedures for restaurant-based technologies.
- Document reported problems in the POS ticketing system and follow-up with stores to ensure timely resolution of problems and work orders.
- Support corporate teams regarding restaurant systems, daily sales, finance audits, and all escalated issues reported by corporate employees and departments.

**Who you are**:

- You have a 2-year diploma or degree in Information Technology, Computer Sciences or relevant degree, or equivalent work experience;
- You have 3-4 years of experience with working knowledge of Microsoft Windows operations systems, Microsoft Office Suites, and IT / POS help desk experience;
- You have strong working knowledge of various Point of Sale systems (both hardware and software) - POSitouch preferred;
- You have very strong organizational and time management skills;
- You have excellent customer service skills;
- You have the ability to communicate with technical & non-technical users;
- Ability to work both independently and as a collaborative team;
- You may have the added experience or understanding of restaurant operations.

**Why you want to work with us**:

- We’re a strong Canadian brand with a hospitality focus, embracing a work-hard, play hard philosophy;
- We’re an organization with a strong emphasis on team culture;
- Our entrepreneurial roots support a culture of collaboration;
- We’re always looking to promote internal talent;
- We have a tight-knit team to support you every step of the way;
- Through the “Future Prospects” Boston Pizza Foundation, we’re focused on giving back to the communities we live, work, and play in.

**What’s next**:

- If you know someone who might be interested, share this posting with them;
- If you’re interested, send us your resume;
- If we’re interested, we’ll reach out to you to schedule a phone screen;
- At Boston Pizza International, we are committed to a culture that welcomes, encourages and celebrates the diversity of our team members. We recognize that our decisions are better and our ultimate success greater when we work together as equal members of one family._

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