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.

　　Grand Opening/International Level I IT Analysts are responsible for providing support for all technologies for restaurants located in Canada and Puerto Rico, domestic 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.

　　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.

　　 Responsibilities

　　Provide an effortless customer experience to make it easy for restaurants to get answers and solve problemsOwn 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 proactivelyUtilize ticketing system to communicate and thoroughly document issues and opportunitiesManage ticket queue daily to make sure all tickets are updated and communicated resolved effectivelyDiagnose 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 platformsUsing KCS methodology contributes to the knowledge base by flagging, editing, and creating articlesFollow all Standard Operating ProceduresAdvocate for the restaurants and own issues until completionMaintain restaurant and business acumen by attending and passing all required training to support the platforms and restaurantsSupport departmental goals such as Quality, Customer Satisfaction, and other key metrics.Adhere to published work schedule and maintain excellent attendanceDemonstrate 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) programWorking knowledge of Microsoft OfficeAbility to work independently with minimal supervisionMust be able to type at least 40 wpmBilingual (Spanish)

　　 Preferred Qualifications

　　Bachelor's Degree in Information Technology; Computer Information

　　Systems; Business, Marketing Degree, or related field0-2+ years Help Desk/Call Center experienceCustomer service experienceHospitality and/or Chick-fil-A restaurant experience, a plus

　　 Minimum Years of Experience

　　 Travel Requirements

　　5%

　　 Preferred Level of Education

　　Bachelors Degree