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 Chick-fil-A 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
- Earned an Associate’s Degree or actively enrolled in undergraduate four-year degree (Bachelors) program
- 0-2+ years experience
- 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
- 0-2+ years Help Desk/Call Center experience
- Customer service experience
- Hospitality and/or Chick-fil-A restaurant experience, a plus