Help Desk Representative - 3rd Shift

Little Caesars Pizza • Detroit, MI

2d

About The Position

Provide first-level technical support and troubleshooting assistance related to Caesar Vision POS products, associated peripherals, and third-party delivery service platforms used by corporate and franchisee stores globally. This role logs and responds to support requests, identifies and diagnoses issues, resolves routine problems, and escalates more complex incidents when appropriate. The position is part of a team supporting stores, franchisees, and delivery service partners.

Work is typically performed in an office or remote support environment and involves prolonged use of computers, telephones, and related technologies. Evening, overnight, weekend, or holiday coverage may be required for domestic and international operations, including participation in rotating support schedules.

Requirements

• High school diploma, GED, or equivalent.
• At least one year of experience in customer service, technical support, help desk support, call center operations, or a related customer-facing environment.
• Ability to work assigned schedules that may include evenings, weekends, holidays, or other business-required shifts.
• Customer-focused approach and commitment to high-quality support experiences.
• Ability to communicate technical information clearly to non-technical users.
• Strong listening, questioning, and follow-up skills.
• Ability to remain professional when assisting frustrated or difficult customers.
• Effective collaboration with teammates, store personnel, franchisees, and business partners.
• Strong organizational skills and ability to prioritize competing tasks.
• Adaptability and responsiveness in a fast-paced support environment.
• Sound judgment regarding issue escalation and resolution ownership.

Nice To Haves

• Knowledge of or experience using call center software and contact center technologies.
• Experience using ServiceNow or a similar incident management platform.
• Experience supporting point-of-sale (POS) systems.
• Experience supporting restaurant, retail, franchise, hospitality, or delivery service operations.
• Experience providing technical support in a high-volume support environment.

Responsibilities

• Respond to client inquiries and technical support requests related to software, hardware, and delivery service platforms.
• Gather information, analyze issues, and use troubleshooting methods to identify and resolve problems when possible.
• Escalate unresolved or complex issues to appropriate support resources.
• Provide application and system support to end users.
• Follow up with customers to confirm issue resolution and satisfaction.
• Deliver support via phone, email, and other approved communication channels.
• Provide instruction and support regarding Caesar Vision peripherals and delivery service-related products.
• Document support requests and resolutions in the ServiceNow call tracking system.
• Identify and report issue trends to leadership.
• Support operational schedules that may include evenings, weekends, holidays, or 24x7 support coverage for international locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED