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Help Desk Colleague

Location
Detroit, MI, United States

Posted on
Oct 21, 2020

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:text,ActualValueFromSolar:null},{QuestionName:Job Description,AnswerValue:u003cdiv style=margin: 0in 0in 8pt; color: black; line-height: normal; dir=ltr\u003eu003cfont style=font-size: medium;\u003eu003cstrongu003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cspan style=color: black;\u003eJob Summary:u003c/spanu003eu003c/fontu003eu003c/strongu003eu003c/fontu003eu003cbru003eu003cbru003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cspan style=color: black;\u003eu003cfont style=font-size: medium;\u003eFirst level of Help Desk support responsible for providing troubleshooting assistance and support related to specific software and peripherals in support of the Caesar Vision POS product and on-demand food delivery service used by corporate and franchisee stores around the world. Logs inquiries and responds to basic queries, runs diagnostic tests, isolates problems, determines solutions and/or fix needed to resolve the issue on simple issues. When possible implements the solution, guides the caller to how to implement the solution and resolves customer service issues. Escalate more complex problems to more experienced staff and/or Supervisor or Manager. This position is part of a team of Help Desk professionals supporting software solutions for our external customers. u003c/fontu003eu003c/spanu003eu003c/fontu003eu003cbru003eu003cbru003eu003cfont style=font-size: medium;\u003eu003cstrongu003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cspan style=color: black;\u003eKey Responsibilities:u003c/spanu003eu003c/fontu003eu003c/strongu003eu003c/fontu003eu003cbru003eu0026nbsp;u003colu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eProvide client support and technical assistance for basic incoming queries and issues related to the computer software, hardware and on-demand food delivery service.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eAnalyzes issues, asking appropriate questions and problem-solving methodologies. Walk the customer through problem-solving process and attempt to isolate the problem and identify solution, if possible. If unable to solve the issue, refer issue to more experienced staff.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eTroubleshoot problems as well as provide application support to end-users.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eFollow-up with client and/or customer to ensure issue was resolved to their satisfaction.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eProvide excellent client service to corporate, franchisee stores and delivery service customers.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eRespond to queries using phones, email or other methods of communication.u0026nbsp;u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eProvide basic instruction and support to clients with computer peripherals related to Caesar Vision product or delivery service customers.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eLog all issues identified in Service Now call tracking system.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eReport all trend calls to Supervisor or Manager Help Desk.u003c/fontu003eu003c/fontu003eu003c/liu003eu003c/olu003eu003cdiv style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003c/divu003eu003cfont style=font-size: medium;\u003eu003cstrongu003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cspan style=color: black;\u003eMinimum Skills, Knowledge and Abilities:u003c/spanu003eu003c/fontu003eu003c/strongu003eu003c/fontu003eu003cbru003eu0026nbsp;u003colu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eHigh school education or equivalent.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eRequires a minimum of two (2) years of experience in a customer service call center and/or a minimum of two (2) years of experience in a technical, help desk environment.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eEvidence of knowledge and experience with call center software.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eCustomer, client or call center environment experience with the ability to problem-solve with customers and an understanding of when to escalate questions or issues.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eEvidence of the ability to be collaborative with, and communicate clearly and effectively, with all types and levels of store personnel and delivery service customers who contact the help desk.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eDemonstrated ability to listen, ask questions, follow-up and address client concerns.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eEvidence of customer focused orientation with excellent phone etiquette and experience dealing with frustrated or difficult customers.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eMust demonstrate experience in a fast paced workplace and ability to be flexible and responsive.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eEvidence of ability to communicate technical information to non-technical store personnel that contact the help desk.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eEvidence of organizational skills with the ability to prioritize workload and handle multiple priorities concurrently.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eProven ability to function in a team environment, supporting team members when needed.u003c/fontu003eu003c/fontu003eu003c/liu003eu003c/olu003eu003cdiv style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003c/divu003eu003cfont style=font-size: medium;\u003eu003cstrongu003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cspan style=color: black;\u003ePreferred Skills, Knowledge and Abilities:u003c/spanu003eu003c/fontu003eu003c/strongu003eu003c/fontu003eu003cbru003eu0026nbsp;u003colu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eExperience with restaurant or quick service restaurants/franchisees troubleshooting problems.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eExperience with Service Now call tracking system.u003c/fontu003eu003c/fontu003eu003c/liu003eu003c/olu003eu003cdiv style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003c/divu003eu003cfont style=font-size: medium;\u003eu003cstrongu003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cspan style=color: black;\u003eu0026nbsp;Work Environment:u003c/spanu003eu003c/fontu003eu003c/strongu003eu003c/fontu003eu003cbru003eu0026nbsp;u003colu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eThis role routinely uses standard office equipment such as computers, phones and headsets.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eThis position requires supporting clients on various work schedules that may include 24 x 7 support to International stores, franchisees and customers.u003c/fontu003eu003c/fontu003eu003c/liu003eu003cli style=margin: 0in 0in 8pt; color: black; line-height: normal;\u003eu003cfont style=font-family: century gothic,sans-serif; size: undefined;\u003eu003cfont style=font-size: medium;\u003eThis position is in a call center environment where there are multiple phone conversations, computer equipment noise.u003c/fontu003eu003c/fontu003eu003c/liu003eu003c/olu003eu003c/divu003e,VerityZone:jobdescription,QuestionType:textarea,ActualValueFromSolar:null},{QuestionName:Req Number,AnswerValue:4833BR,VerityZone:autoreq,QuestionType:text,ActualValueFromSolar:null},{QuestionName:City,AnswerValue:Detroit,VerityZone:formtext6,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Position Type,AnswerValue:FTRG,VerityZone:formtext4,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:Functional Area,AnswerValue:Information Technology ,VerityZone:formtext5,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:State,AnswerValue:Michigan ,VerityZone:formtext2,QuestionType:single-select,ActualValueFromSolar:null},{QuestionName:Posted Job Title,AnswerValue:Help Desk Colleague,VerityZone:formtext7,QuestionType:text,ActualValueFromSolar:null},{QuestionName:Business Unit,AnswerValue:Little Caesars ,VerityZone:formtext3,QuestionType:single-select,ActualValueFromSolar:null}],GQId:2524,isGQResponsive:true,isActive:true,isSocialReferralJobRestricted:false,localeId:1033,AutoOptionalReqId:4833BR,Title:CV Help Desk Colleague,JobSiteId:6894,Link:****{Responsive_AdvancedCSS: \,Responsive_BackgroundColor: #FFFFFF,Responsive_BackgroundImage: none,Responsive_BaseFontColor: #000000,Responsive_BaseFontFamily: \u0027Helvetica Neueu0027, Helvetica, Arial, sans-serif,Responsive_BaseFontSize: 16px,Responsive_ButtonBackgroundColor: #000000,Responsive_CompiledCSS: .baseFontColor { color: #000000;}.baseColorPalette { background-color: #ffffff; 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