Location: Hapeville,GA, USA
Helpdesk
12 months
Onsite in Hapeville – Saturdays can be remote if they work a Saturday shift
Must Haves:
1-3+ years Help Desk/Call Center experience
Customer service experience
Strong verbal/written communication skills
Working knowledge of Microsoft Office
Ability to work independently with minimal supervision
Bachelor's Degree in Information Technology, Computer Information Systems, Business, Marketing Degree or related field
Hospitality and/or restaurant experience Preferred
Day to day:
All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment. In addition, they should have a strong technical understanding of the various hardware, software and networking systems being supported.
Typical duties include: (Tier 1)
Taking initial telephone or e-mail inquiries and troubleshooting and managing relatively simple hardware, software or network problems that can be resolved in five minutes or less. Recognizing and escalating more difficult problems to Tier 2 support. Logging call activity.
Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where customer is headed tomorrow.
IT Helpdesk Agents are responsible for providing support for all technologies used by our Franchisees. IT Agents look for ways to serve, get answers, and solve problems in a timely manner for our Operators, Team Members and each other. If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you. Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the culture by fostering collaboration and community.
Provide an effortless customer experience through online or phone response to make it easy for restaurants to get answers and solve problems
Utilize ticketing system to communicate and thoroughly document issues and opportunities
Manage ticket queue daily to make sure all tickets are updated and communicated resolved effectively
Diagnose and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provided, such as remote access tools, automation scripts, and monitoring platforms
Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
Follow all Standard Operating Procedures
Advocate for the restaurants and own issues until completion
Maintain restaurant and business acumen by attending and pass all required training to adequately support the platforms and restaurants
Support departmental goals such as Quality, Customer Satisfaction and other key metrics.
Adhere to published work schedule and maintain excellent attendance
Demonstrate relentless teamwork through collaboration on team projects and initiatives
Information on Shifts:
Local is a Must – this is an In- Person Role – south ATL / Hapeville Area
Monday-Saturday Work Week with an Off day between (Tuesday, Wednesday, or Thursday)
Different Shifts Available- Must be Flexible to work either of the below shifts until the position is offer/accepted and Permanent shift is given
Saturday is the only day they are able to work remotely.
Training shift M-F 8-5 for 3-4weeks and then candidates works assigned schedule
Compensation:
$17/hr to $19/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.