Agent, Support Now-Grand Opening/International

r providing support for all technologies for new restaurant openings and existing restaurants re-opening from remodel. Grand Opening Level I Analysts look for ways to serve, get answers, and solve problems in a timely manner for our Operators, Team Members and each other.

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

• Provide an effortless customer experience to make it easy for restaurants to get answers and solve problems

• Own the technology support needs of assigned restaurants starting 6 weeks before opening through at least 4 weeks post-opening.

• Partner with other departments to continually improve support for restaurant openings and to address issues proactively

• 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 contributes 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 passing all required training to 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
• Working knowledge of Microsoft Office
• Ability to work independently with minimal supervision
• Must be able to type at least 40 wpm
• Knowledge: topics and information that are applied directly to the performance of work such as:
  • Generally accepted servant leadership principles
  • Knowledge and understanding of Chick-fil-A's corporate Core Four Principles and Corporate Purpose
  • Proficient with Word, Excel, PowerPoint
• Skills: technical or manual proficiencies that are learned through job training such as:
  • Analytical skills and problem-solving
  • Accountability
  • Adaptability
  • Outstanding verbal and written communication skills
  • Attention to details and good documentation skills
  • Good interpersonal skills
• Abilities: The capacity to apply knowledge and skills as well as characteristic attributes such as:

  • Ability to use good reasoning to interpret data.

  • Building strong relationships and motivating others

  • Self-motivator, works well under pressure and able to multi-task

  • Decision-making

  • Ability to manage workload

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

Minimum Years of Experience

0

Travel Requirements

10%

Required Level of Education

Associate's Degree

Preferred Level of Education

Bachelor's Degree