Specialist, Support Now - Grand Opening/International

Overview

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.The Grand Opening/International Specialist is responsible for providing support to our Level 1 Agents and our respective business partners. This role plays a vital part in elevating and streamlining support between multiple audiences and thus achieving operational excellence.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 virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

 

Responsibilities

• Provides escalated support to Agents through the receipt and resolution of cases and/or through ad-hoc coaching
• Create, publish, and update knowledge articles by being a Knowledge Domain Expert for assigned areas
• Create and escalate major cases to the appropriate 3rd level support team when required
• Participate in regular operational team meetings to highlight trends, upcoming changes, and share best practices/refresher training
• Work with business partners, including but not limited to DTT, International, Launch Support, and Support Now
• Maintains support domain backlog to ensure cases opened beyond service level are moving towards resolution
• Using data and analytics, identifies issue types with prolonged resolution times; develops and activates plan for improvement
• Plays a key role in the initiative management process through regular meetings with Restaurant Support Services and supporting upcoming changes and new initiatives
• Receive phone calls directly from Restaurants during high call volume periods
• Participate in special projects as assigned

Minimum Qualifications

• High School Diploma
• 0-2 years
• Ability to work independently with minimal supervision
• Must be able to type at least 40 wpm
• Proficient with Microsoft Suite
• Effective time management skills
• Strong interpersonal & written communication skills

Preferred Qualifications

• Bachelor's degree
• 2 or more years Help Desk/Call Center experience or other relevant experience
• Experience in technical support including troubleshooting hardware and software issues
• Customer service experience
• Hospitality and/or Chick-fil-A Restaurant experience
• Bilingual skills (Spanish)

Minimum Years of Experience

0

Travel Requirements

10%

Required Level of Education

High School

Preferred Level of Education

Bachelor's Degree