Temporary Helpdesk

At Panda, we all share a common mission: "Deliver exceptional Asian dining experiences by building an organization where people are inspired to better their lives." We invest in our people because great people run great operations that will exceed our guests' expectations. Talk to any of our associates and you will experience a culture dedicated to its mission and our five fundamental values- Proactive, Respect/Win-Win, Growth, Great Operations, and Giving.

Panda Restaurant Group includes the original Panda Inn fine dining restaurants, Panda Express, our Gourmet Chinses food concept served in a fast casual environment, and Hibachi San, our Japanese grill concept. The family owned and operated company is still run by founders Andrew and Peggy Cherng.

Panda offers competitive benefits and rewarding opportunities, from entry-level positions to management. We have restaurants positions available nationwide and support center positions in Rosemead, CA. Come join the nations's largest and fastest growing Asian restaurant company.

Job Responsibilities:

• Provide technical support including PCs, network devices, and POS systems to restaurant and support center associates
• Work with PC Network, cash registers, and printers
• Set-up, maintain, and troubleshoot hardware
• Install and configure hardware
• Communicate and assist callers by phone

Additional Information:

• POS setup, use, and troubleshooting
• Ability to setup a POS for deployoment to a new location or replacement of an existing terminal
• Be able to explain and use all the typical end user functions
• Troubleshoot hardware and software issures
• Must have necessary fundamentals to solve new problems, in addition to existing issues

In-House Developed Applications:

• Must understand how to use the features of each program as well as who uses them
• Troubleshoot program execution, setup, and bug issues
• PAWS and ePAWS
• Understand the database and logic flow of the programs
• Understand how the program facilitates the business process

AS/400:

• Monitor the general health of the processes and programs
• Be able to identify and troubleshoot setup and programmatic issues

Customer Service:

• Expected to offer exceptional support and service to our customers. We are seeking opportunities to make a difference. We are solving the problems, not just answering the call.

General Support and Training requirements

• Be able to priortize and escalate calls
• Maintain agreed-upon SLA's

Technologies

• DVR's
• POS System
• Operating Systems (Windows XP and Embedded)
• Network
• DSL Modem, VPN solution
• Databases (SQL and Access)
• In-house developed applications

• Familiarity with networking and basic computers
• Excellent customer service and problem solving skills
• Capable of providing leadership
• Restaurant experience a plus
• Flexibility to work on weekends and nights are required
• Quick learner who can multi-task in a fast paced environment
• Ability to speak Chinese or Spanish a plus
• Bachelor's degree in computer science or related field preferrred
• Service Oriented
• Some travel may required

Success Measurements:

• First Call Resolution
• SLA Commitment Percentage
• Customer Satisfaction