Agent, Support Now-Grand Opening/International

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.

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.

The Agent, Support Now-Grand Opening/International is responsible for providing support for all technologies for 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.

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.

• Provide an effortless customer experience to make it easy for restaurants to get answers and solve problems
• Own the technology support needs of assigned restaurants starting 6 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 proactively
• 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 contributes 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 passing all required training to 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

• Earned an Associate’s Degree or actively enrolled in undergraduate four-year degree (Bachelors) program
• Working knowledge of Microsoft Office
• Ability to work independently with minimal supervision
• Must be able to type at least 40 wpm
• Knowledge: topics and information that are applied directly to the performance of work such as:
  
  • Generally accepted servant leadership principles
  • Knowledge and understanding of Chick-fil-A’s corporate Core Four Principles and Corporate Purpose
  • Proficient with Word, Excel, PowerPoint
• Skills: technical or manual proficiencies that are learned through job training such as:
  
  • Analytical skills and problem-solving
  • Accountability
  • Adaptability
  • Outstanding verbal and written communication skills
  • Attention to details and good documentation skills
  • Good interpersonal skills
• Abilities: The capacity to apply knowledge and skills as well as characteristic attributes such as:
  
  • Ability to use good reasoning to interpret data.
    
  • Building strong relationships and motivating others
    
  • Self-motivator, works well under pressure and able to multi-task
    
  • Decision-making
    
  • Ability to manage workload

• Bachelor’s Degree in Information Technology; Computer Information Systems; Business, Marketing Degree, or related field
• 0-2+ years Help Desk/Call Center experience
• Customer service experience
• Hospitality and/or Chick-fil-A restaurant experience, a plus