Job Details
Qualifications
- Associate's degree
- Computer science
- ServiceNow
- Technical support
Job Description
This position is responsible for the daily activities related to inbound technical calls from restaurants and field and support center staff. This position is an entry-level, frontline role and is frequently the callers’ first contact in the Denny’s IT department. This position will work 2nd shift and must be available to work weekends.
Essential Functions (Duties and Responsibilities)
Tier I technical support (general trouble shooting).
Required complete and thorough documentation of all exchanges between the caller and the Call Center
Follow-up and follow-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution.
Required to Dispatch vendors based on the issue.
Required to be aware of and manage the inbound technical queue to ensure that the Call Center is meeting its Service Level Goals.
Research and bring to the attention of the Analyst and leadership teams problems and/or concerns.
Required to maintain acceptable workloads in all queues of ServiceNow to ensure that issues are being resolved as quickly as possible.
Provide assistance in other areas of the Call Center as required or necessary.
Education & Experience Requirements
Associate’s degree in computer science or equivalent experience
2-3 years of recent experience in a technical support positions (Call Center experience preferred)
Required Knowledge and Skills
Excellent written and verbal communications skills
Sharp troubleshooting and problem solving abilities: quick, calm, logical and analytical.
Must adhere to a flexible work schedule to include evenings, weekends and holidays.
Must be able to listen to internal and external customers and communicate extremely complex and technical information in a clear and concise manner, sometimes to a non-technical audience.
The ability to successfully communicate ideas and recommendations to all levels within the department, using tact and common courtesy,
Ability to work well under pressure, stressful situations, daily deadlines, and Call Center goals.
Able to manage multiple tasks, while holding the quality of service in a high regard.
Demonstrate positive interpersonal skills.
Must be self-motivated, and demonstrate a willingness to learn new information.
Ability to adapt to frequent changes and work in a fast-paced, fluid environment.