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Job Description

IT Helpdesk Agents are responsible for providing support for all technologies used by our 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 our culture by fostering collaboration and community.

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

Training will be Local onsite at the support center-

After training the role will be 100% Remote. Training shift will be ; M-F , 8-5 for 3- 4 weeks and then candidates work assigned schedule.

Monday-Saturday Work Week with an Off day between (Tuesday, Wednesday, or Thursday)

Different Shifts Available- Must be Flexible to work either of the below shifts until the position is offer/accepted and Permanent shift is given

Shifts will be provided after training.

Compensation:

$15/hr to $17/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Education- Training and experience from which comparable skills can be acquired

• 1-3+ years experience

• Working knowledge of Microsoft Office

• Ability to work independently with minimal supervise

• Associates or Bachelor’s Degree in Information Technology, Computer Information Systems, Business,

Marketing Degree or related field

• 1-3+ years Help Desk/Call Center experience

• Customer service experience Hospitality and/or restaurant experience Preferred