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OverviewSupport 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 Chick-fil-A is headed tomorrow. The Operations IT Specialists are responsible for providing support to our Chick-fil-A Franchisees and Level I Agents. Responsible for providing support to our Chick-fil-A franchisees in point-of-sale software and hardware, mobile ordering, networking and kitchen production systems.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 virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.Responsibilities
Receive transferred calls and assigned cases from level 1 Agents
Receive phone calls directly from restaurants during high call volume periods
Create and escalate major cases to the appropriate 3rd level support team for issues that are not resolved
Identify and communicate noticeable trends in installation, hardware, and software issues
Troubleshoot recurring problems to find permanent solutions.
Follow standard operating procedures and accurately log all issues using the ticketing system
Support all hardware, software and order replacement hardware at the restaurants
Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
Assist in special projects and perform additional assignments as directed
Participate in the on-call weekend duties
Work responsibly with or without direct supervision
Develop and maintain knowledge by attending regular meetings and training activities
Recommend process and procedure enhancements
Coach and develop Level I Agents in real time
Minimum Qualifications
3-5+ years of work experience
Call Center or technical experience required
Working knowledge of Microsoft Office
Ability to work independently with minimal supervision
Must be able to type at least 40 wpm
Preferred Qualifications
Bachelor’s Degree in Information Technology; Computer Information Systems; Business, Marketing Degree or related field
1-3+ years Help Desk/Call Center Experience
1 year or more of experience in technical support including troubleshooting hardware and software issues
Customer service experience
Hospitality and/or Chick-fil-A restaurant experience, a plus
Minimum Years of Experience3Travel Requirements5%Requisition ID2023-15739Job FunctionHelp DeskPosition TypeExperienced ProfessionalsPosting Location : LocationUS-GA-Atlanta
