Job Details Requisition Number 18-0055 Title Store Solutions Support Specialist Street Address Corporate Office City Vancouver State WA Description Summary Description Under general supervision, the Support Center Specialist is responsible for providing technical assistance and support related to computer systems, hardware, or software for stores. Responds to calls and emails, runs diagnostic programs, isolates problem and implements solution for stores. Has knowledge of concepts, practices, and procedures related to store level technology, including: Point-of-sale (POS), Back Office, PCI/Security, mobile solutions, and telephony. Familiar with a variety of the field's concepts, practices, and procedures. Enjoys call center environment working closely with teammates. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected. Duties and Responsibilities Provide technical assistance and troubleshooting assistance for incoming queries and issues related to computer systems, software and hardware. Monitor and respond quickly to requests received through email or over the phone and track progress of request resolution per the process. Monitor cases assigned to the queue and process first-in first-out using the priority process and Service Level Agreement. Assist with writing documentation for training purposes. Follow up with customers to ensure issue has been resolved. Act as a project coordinator for diverse technology initiatives, such as software deployments, hardware replacements, new technology product launches and/or test programs. Serve as the SME for the operational function of the Papa Murphys Enterprise Solution (PMIES). Respond to direct Owner issue logs, drive to resolution and complete follow through with the user. Support stores with system configuration, setup and maintenance. Assist in the technology setup of new stores. Process purchase orders and invoices for new store technology and billing as requested per the process. Participate in call campaigns to support Store Solutions projects. Maintain knowledge of Store Solutions vendor contracts and statements of work and effectively educate stakeholders on the general terms, conditions, rights and responsibilities related to those agreements. Complete any other duties as assigned. Requirements Required Qualifications Education: Associates or Bachelors Degree in Computer Science, Information Technology, Business Administration or equivalent experience. Experience: Minimum 1-2 years retail/restaurant operations OR technology experience and a knowledge of restaurant operating systems and procedures is preferred. Knowledge, Skills, and Abilities: Professional and engaging phone communication skills Ability to organize and analyze data then capture solutions Solid written and verbal presentation skills Intermediate ability with Microsoft Office Suite Strong planning, organizational, and analytical problem solving capability Good conflict management skills Flexibility to embrace frequent / constant change Ability to work independently and also with teams Ability to maintain positive relationships with vendors, franchisees and staff Exhibit a strong service mentality Ability to have a flexible schedule and work overtime as needed A working knowledge and understanding of Papa Murphys store level operations to effectively assist in the store environment Self-motivated Ability to reason and make sound decisions Travel & Working Conditions Air and ground travel as needed (<5%) Evening, night and weekend responsibilities as needed. The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required in this position and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.