Below are the requirements for Taco Cabana level 1 tech support. I somehow with all my experience still didn't meet the requirements. But based on the fact that it's still posted, no one does.
Experience and Skills Required:
Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve overall duties of the position. Maintains favorable working relationships with all other company employees to foster and promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity and efficiency/effectiveness.
- Demonstrated ability to effectively communicate by phone or in person.
- Triple Task: Talk, Type, Solve issues simultaneously
- Ability to empathize with customers
- Demonstrated writing ability.
- Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
- Identify non-support issues in calls (e.g. training issues)
- Able to ask appropriate questions when no protocols exist for current situation.
- Ability to accurately follow pre-determined escalation protocols as appropriate
- Knowledge of information technology and Xpient POS solutions.
- Demonstrated analytical and troubleshooting skills.
- Demonstrated ability to work in the HD environment.
- Shows initiative and acts independently to resolve problems.
- Demonstrated ability to manage multiple priorities and follow through on projects to completion.
- Xpient
- PC Hardware
- Network
- WiFi
- TCP/IP
- SQL
- PC LAN
- Telecommunications
- WAN
- Wiring
- Data networks
- Firewalls
- Basics of labor, cash and food costs
- Technical writing skills
Customer Service Skills:
- Triple Task: Talk, Type, Solve issues simultaneously
- Ability to empathize with customers
- Ability to follow up consistently to ensure resolution.
- Able to make a decision when no protocol exists regarding a client administrative issue.
- Ability to handle an angry or frustrated client in a positive way
- Ability to recall previous experiences in support call
- Apply understanding of basic restaurant operations
Support/Admin Skills:
- Ability to accurately follow pre-determined escalation protocols as appropriate
- Ability to accurately follow pre-determined trouble-shooting guidelines
- Able to ask appropriate questions when no protocols exist for current situation.
- Ability to search available resources for available information
- Identify non-support issues in calls (e.g. training issues)
- Can differentiate between severity levels and client urgency
Job Requirements
Required Education and/or Experience:
- High School diploma or equivalent
- Minimum 1 year Technical Support experience
- Minimum 1 year of help desk operations experience.
- Demonstrated customer-focused, service-first attitude.
- Must have some basic understanding of SQL.
- Possess strong time management skills
- Demonstrated written & verbal communication skills Dependable, punctual, and reliable are a must for this position
- Minimum 1 year of Microsoft Windows experience Intermediate to Advanced level skills with Microsoft Office applications
Preferred Education and/or Experience:
- 2 to 4 year degree or equivalent
- Minimum 2 years utilizing and/or supporting a Point of Sale Software Package
- Networking topologies experience
- Experience with firewalls, routers and VPN technology a plus Familiarity with Xpient