Job Description

JOB SUMMARY: First level of Help Desk support responsible for providing troubleshooting assistance and support related to specific software and peripherals in support of the Caesar Vision POS product and on-demand food delivery service used by corporate and franchisee stores around the world. Logs inquiries and responds to basic queries, runs diagnostic tests, isolates problems, determines solutions and/or fix needed to resolve the issue on simple issues. When possible implements the solution, guides the caller to how to implement the solution and resolves customer service issues. Escalate more complex problems to more experienced staff and/or Supervisor or Manager. This position is part of a team of Help Desk professionals supporting software solutions for our external customers. KEY RESPONSIBILITIES:  

1. Provide client support and technical assistance for basic incoming queries and issues related to the computer software, hardware and on-demand food delivery service.
2. Analyzes issues, asking appropriate questions and problem-solving methodologies. Walk the customer through problem-solving process and attempt to isolate the problem and identify solution, if possible. If unable to solve the issue, refer issue to more experienced staff.
3. Troubleshoot problems as well as provide application support to end-users.
4. Follow-up with client and/or customer to ensure issue was resolved to their satisfaction.
5. Provide excellent client service to corporate, franchisee stores and delivery service customers.
6. Respond to queries using phones, email or other methods of communication. 
7. Provide basic instruction and support to clients with computer peripherals related to Caesar Vision product or delivery service customers.
8. Log all issues identified in Service Now call tracking system.
9. Report all trend calls to Supervisor or Manager Help Desk.

MINIMUM SKILLS, KNOWLEDGE AND ABILITIES:  

1. High school education or equivalent.
2. Requires a minimum of two (2) years of experience in a customer service call center and/or a minimum of two (2) years of experience in a technical, help desk environment.
3. Evidence of knowledge and experience with call center software.
4. Customer, client or call center environment experience with the ability to problem-solve with customers and an understanding of when to escalate questions or issues.
5. Evidence of the ability to be collaborative with, and communicate clearly and effectively, with all types and levels of store personnel and delivery service customers who contact the help desk.
6. Demonstrated ability to listen, ask questions, follow-up and address client concerns.
7. Evidence of customer focused orientation with excellent phone etiquette and experience dealing with frustrated or difficult customers.
8. Must demonstrate experience in a fast paced workplace and ability to be flexible and responsive.
9. Evidence of ability to communicate technical information to non-technical store personnel that contact the help desk.
10. Evidence of organizational skills with the ability to prioritize workload and handle multiple priorities concurrently.
11. Proven ability to function in a team environment, supporting team members when needed.

PREFERRED SKILLS, KNOWLEDGE AND ABILITIES:  

1. Experience with restaurant or quick service restaurants/franchisees troubleshooting problems.
2. Experience with Service Now call tracking system.

 WORK ENVIRONMENT:  

1. This role routinely uses standard office equipment such as computers, phones and headsets.
2. This position requires supporting clients on various work schedules that may include 24 x 7 support to International stores, franchisees and customers.
3. This position is in a call center environment where there are multiple phone conversations, computer equipment noise.