Help Desk Representative, Support Services

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Job Summary:

In this role, you will provide troubleshooting assistance and support related to specific software and peripherals of the Caesar Vision POS product and on-demand food delivery service used by corporate and franchisee stores around the world. You will be responsible for logging inquiries and responding to basic queries, running diagnostic tests, isolating problems, determining solutions and/or resolving simple issues. When possible, you will implement the solution, guide the caller to how to implement the solution and resolve customer service issues, however, you will be expected to escalate more complex problems to more experienced staff and/or a Supervisor or Manager. You will be part of a team of Help Desk professionals supporting software solutions and third party delivery service to stores.

Key Responsibilities:

• Provide client support and technical assistance for basic incoming queries and issues related to the computer software, hardware and on-demand food delivery service.
• Analyze 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.
• Troubleshoot problems as well as provide application support to end-users.
• Follow-up with client and/or customer to ensure issue was resolved to their satisfaction.
• Provide excellent client service to corporate, franchisee stores and delivery service customers.
• Support clients on various work schedules that may include 24 x 7 support to International stores, franchisees and customers.
• Respond to queries using phones, email or other methods of communication.
• Provide basic instruction and support to clients with computer peripherals related to Caesar Vision product or delivery service customers.
• Log all issues identified in Service Now call tracking system.
• Report all trend calls to Supervisor or Manager Help Desk.

Required Knowledge, Skills and Abilities:

• High school education or equivalent.
• Requires 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.
• Evidence of knowledge and experience with call center software.
• Customer, client or call center environment experience with the ability to problem-solve with customers and an understanding of when to escalate questions or issues.
• Evidence 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.
• Demonstrated ability to listen, ask questions, follow-up and address client concerns.
• Evidence of customer focused orientation with excellent phone etiquette and experience dealing with frustrated or difficult customers.
• Must demonstrate experience in a fast-paced workplace and ability to be flexible and responsive.
• Evidence of ability to communicate technical information to non-technical store personnel that contact the help desk.
• Evidence of organizational skills with the ability to prioritize workload and handle multiple priorities concurrently.
• Proven ability to function in a team environment, supporting team members when needed.
• Experience with Service Now call tracking system is preferred.

Where You’ll Work:

• Remotely from home

All items listed above are illustrative and not comprehensive.  They are not contractual in nature and are subject to change at the discretion of Blue Line Distribution.  

Blue Line Distribution is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.                                  

The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.  

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