Helpdesk Agent

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. Tier 2 duties include: Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1 support and may require five to 15 minutes to settle. Using judgment and making the decision to generate a trouble or work order ticket for issues that cannot be resolved via telephone or e-mail and will require an on-site visit to the user's PC or workstation. 0-3 years of experience



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 client is headed tomorrow.



IT Helpdesk Agents are responsible for providing support for all technologies used by our Chick-fil-A

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 client's 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

* 0-2+ years experience

* Working knowledge of Microsoft Office

* Ability to work independently with minimal supervise

* Bachelor's Degree in Information Technology, Computer Information Systems, Business,

Marketing Degree or related field

* 0-2+ years Help Desk/Call Center experience

* Customer service experience



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.

9:00am-5:30pm-Monday- Saturday (flexible with start time)

2:00pm-10:30pm Monday-Saturday

Local to ATL is a Must/ In- Person Role

Hospitality and/or Chick-fil-A restaurant experience Preferred

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.