Associate Technical Support

Panda Restaurant Group, Inc. is a family-owned American Chinese Restaurant concept founded in 1983. With close to 2,800 locations globally, we deliver exceptional Asian dining experiences and inspire people to better their lives.

About the role

The Associate Technical Support responds to and diagnoses problems through phone, email, and chat with PRG associates, ensuring satisfactory customer service. This position recognizes and researches problems, resolves basic issues, and escalates complex problems to higher levels for resolution. Follow-up is conducted to ensure timely resolution of all problems.

Responsibilities

• Provides effective customer service and support for all incidents and requests received through various contact methods.
• Manages incidents and requests effectively, ensuring accurate information capture for future reference and analysis, in line with ITIL principles.
• Follows up with customers to ensure issues and requests are resolved successfully and on a timely basis per documented SOPs.
• Escalates and prioritizes higher-level issues to the appropriate assignment groups.
• Contributes to the development of quality knowledge base documents for frequently reported problems, issues, and requests.

Requirements

• Bachelor’s degree or working towards a degree.
• Minimum one year of relevant experience.
• A+ certification preferred; some ITIL knowledge preferred.
• Successful completion of initial and periodically required trainings.
• Obtain a valid Food Handler's Card within 30 days of employment.

Benefits

• Hybrid work schedule.
• 401K with company match.
• Yearly bonus opportunity.
• Full medical, dental, and vision insurance.
• On-site fitness center, biometric screen, and flu shot clinic.
• Discounts at Panda restaurants, theme parks, and gym memberships.
• Paid time off starting at 15 days with 7 federal holidays.
• Continuous education assistance and scholarships.
• Income protection including Disability, Life, and AD&D insurance.
• Bereavement leave.

*Benefits available for eligible permanent full-time associates.

Pay

Pay Range: $29.00 - $40.50 per hour. Within the range, individual pay is determined using factors such as work location and experience.