Implementation Tech II

The Implementation Tech II provides basic installation vendor oversight, incident resolution and installation validation testing for all new technology implementations. This role is to provide initial hardware and software installation assessment, record findings, track and escalate issues related to the validation of restaurant software applications and their infrastructure component systems. The Implementation Technician is responsible for taking phone calls from installation vendors, collecting information through vendor dialogue, utilize remote access tools to assess and document the software/hardware installations and functional/operational readiness of the installation. Problems beyond the scope of their ability or responsibility will be resolved by timely consultation with functional resources within the BBI Operational teams, BBI Support Team or referral/redirection according to established process and in accordance with standard escalation procedures.

The Implementation Tech II will provide basic incident resolution and request reporting. This role is to provide initial quality assessment, triage, research and resolution of basic issues and requests regarding the installation of and use of application software/hardware and/or infrastructure components. The Implementation Technician is responsible for accurately collecting information through customer conversation, accessing support tools, and possible collaboration with additional support staff (Tier1, Senior Technicians, and/or Team Lead) if needed. Problems beyond the scope of their ability or responsibility will be resolved by engaging in a timely manner other service resources within BBI operational team or BBI Support or correct referral/redirection according to established process and standard operating procedures.

This role is based in our Tampa Restaurant Support Center and will be onsite daily, Monday-Friday.

Responsibilities:

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  Provide phone presence for incoming vendor requests and queries.
• Addresses and resolves basic incidents and requests, logs all issues, requests, and engages other resources or appropriate supervisory personnel to resolve issues that are beyond the scope of their ability or responsibility.
• Source, Image and Ship hardware devices in response to break/fix requests
• Ensures a quality customer oriented end-to-end restaurant installation experience and provide a single point-of-contact for the installation vendor.
• Document all relevant information, including name, contact information, time and nature of issue, troubleshooting steps taken, and resolution path.
• Utilize knowledge base, FAQ’s, teammates and all other available resources to aid in incident resolution in order to resolve customer’s issues effectively and efficiently.
• Identify and learn appropriate software and hardware that is used and supported by the organization.
• Contribute to overall team effort in achievement of established SLA’s.
• Consistently meet and exceed established benchmarks in performance set forth by management for all Service Analysts.

Knowledge & Experience

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  At least one year help desk and/or customer service experience
• Knowledge of basic computer hardware
• Experience with desktop operating systems
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building and teamwork
• Strong documentation skills
• Demonstrated ability to learn customer support processes and techniques
• Strong analytical and problem solving skills
• Proven ability to work in high volume fast paced environment