An employer is looking for a Service Desk Specialist to support their restaurant technical and personal operations, this will not be supporting customers outside of the employees of the restaurants. 90% of this person's day will be responsible handling level 1 inbound calls/chats and accurately log interactions within the company's incident management system. They will also be conducting appropriate diagnosis/troubleshooting to resolve known conditions. They will take (typically 35-60) inbound calls, respond to chats in a timely manner, and work tickets to support the fast-food franchises in any computer issues, sign in issues, or restaurant operations. After their three-week training period, they will be responsible for understanding the company's propriety software and resolving or escalating tickets to proper channels. This is a hybrid role with potential for onsite work 1-2 times a week to maintain reliable connectivity This person will be expected to provide an excellent customer-facing attitude for all issues within related food industry. This candidate will need exceptional time management skills and be able to optimize the amount of time they spend on each issue and their plans for escalation. The reason for this opening is due to prior employees moving up into a tier 2/3 help desk team within the organization as full-time employees, so the possibility of upward growth within the company is strong.
1-2 years of experience in Service Desk, Help Desk, or Technical Support role
Complete shift flexibility (operating hours 9a-4a EST : shift can fall anywhere within timeframe, weekends included)
Experience with software & hardware support
Good personality, strong over the phone communication
Ability to build rapport with end-users
Exceptional time management
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.