nts 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.
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.
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 4 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
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
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
Preferred Level of Education