Dairy Queen · 18 hours ago
Technical Support Specialist II- Retail Technology
Bloomington, MN, USA
Full-time
Hybrid
Entry, Mid Level
$25.92/hr - $29.80/hr
1+ years expInternational Dairy Queen, Inc. is a leading franchisor known for its commitment to extraordinary customer experiences. The Technical Support Specialist II will provide advanced support to franchisees and internal stakeholders in Retail Technology, focusing on digital ordering, vendor support, and customer satisfaction, while also training and guiding Level I support staff.
Food and BeverageFood ProcessingRestaurants
No H1B
Responsibilities
Monitor Service Now and various IT email inboxes along with other communication mediums that franchisees and internal stakeholders use to submit cases, incidents, and requests
Respond to questions or issues that may need to be handled with a technical resource using experience and knowledge articles
Create and assign support tickets to Support Specialists or other team members best suited to resolve
Monitor tickets and follow up with Franchisees and team members through the ticket resolution
Provide SLA reports from vendors and internal ticketing system to internal stakeholders
Communicate with franchisees and vendors as needed to ensure that support tickets are being addressed promptly
Create knowledge for both internal and external facing customers in ITSM and CSM
Continuously look for opportunities to improve project-related work such as support, distribution of tickets and project requests, franchisee communication, vendor communication, SLA standards, and similar elements that will serve to improve the overall franchisee customer service experience and corporate team efficiency measures, over time
Participate in vendor conference calls to maintain ongoing project awareness and share insights and perspectives as needed
Other duties as assigned by management
Qualification
Required
A.A. or A.S. Degree in IS, IT or related field, or equivalent combination of education and work experience
1-3 years of technical help desk/call center or equivalent experience
Proven ability to communicate SLA standards and response expectations to customers
Excellent attention to detail and organizational skills in a fast-paced environment
Excellent problem-solving and customer service skills in a matrix-structured setting
Excellent time management, communication, and follow-through skills
Experience using Microsoft 365 products: Outlook, Word, Excel, PowerPoint
Preferred
Experience in a Technology Department collaboratively working with business partners, technical teams and vendors is desired
Experience with ticketing, ITSM, and knowledge base systems is desired
Benefits
Medical
Dental
401K match
Paid time off (including volunteer time as well as parental leave)
Company
Dairy Queen
Dairy Queen develops, licenses, and services a system of fast food stores in Canada. It is a sub-organization of Berkshire Hathaway.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Vietnam Investments Groups
2013-10-01Private Equity
1997-10-22Acquired
Leadership Team
Troy Bader
President & CEO
Gregg Benvenuto
VP Franchise Development, U.S. & Canada
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