Spanish Speaker - Service Desk Analyst/ Technical Support Analyst

Job Summary

The Restaurant Technology Support Analyst (L1) serves as the first point of contact for restaurant employees, shift managers, and franchise operators experiencing technology-related issues. This role is responsible for logging, categorizing, troubleshooting, and resolving common incidents while ensuring minimal disruption to restaurant operations, guest experience, and revenue-generating activities.

Key Responsibilities

• Act as the first point of contact via phone, email, chat, or ticketing system.

• Log, categorize, prioritize, and assign incidents accurately.

• Resolve common issues related to:

  • Point-of-Sale (POS) systems
  • Self-service kiosks
  • Drive-thru technology
  • Payment terminals
  • Restaurant workstations and handheld devices
  • Basic network and connectivity issues

• Perform password resets, account unlocks, and user access management.

• Support restaurant software applications and back-office systems.

• Follow standard operating procedures (SOPs) and knowledge base articles.

• Escalate unresolved incidents to L1.5 or L2 support teams as required.

• Maintain accurate ticket documentation and ensure SLA compliance.

• Provide exceptional customer service while supporting busy restaurant environments.

• Prioritize critical incidents impacting guest service, ordering, payment processing, or restaurant operations.

Required Skills

• Proficiency in Spanish, both written and verbal, with the ability to communicate effectively in a business environment.

• Strong English communication skills, both spoken and written.

• Basic understanding of restaurant technology ecosystems.

• Knowledge of POS systems, payment processing, and restaurant operations.

• Understanding of Windows OS, Microsoft 365, and networking fundamentals.

• Experience with ServiceNow or similar ITSM tools.

• Strong communication and customer service skills.

• Ability to follow documented procedures and support processes.

• Basic understanding of ITIL incident and request management.

Work Arrangement

• Full onsite work setup at the Eastwood, Quezon City
• Willingness to work on a shifting/rotating schedule, including night shifts as required by business needs.