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 Chick-fil-A 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 Chick-fil-A culture by fostering collaboration and community.

Responsibilities

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

Minimum Qualifications

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

Preferred Qualifications

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

Travel Requirements

10%

Preferred Level of Education

Bachelors Degree

Major/Concentration

Information Technology, Computer Information Systems, Business, Marketing Degree or related field