Technical Support Specialist II- Retail Technology

International Dairy Queen • Bloomington, MN

5d • $26 - $30 • Hybrid

About The Position

Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire. Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges. Provide advanced support to International Dairy Queen (IDQ) franchisees and internal stakeholders in the Retail Technology areas of delivery, digital ordering, store transfers, gift and credit cards, vendor support, escalations, DQ Cakes and customer satisfaction surveys and provides training, support, and guidance to Level I Technical Support Specialist and the DQ Hub support staff.

Requirements

• 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

Nice To Haves

• 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

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.

Benefits

• Our benefit package supports the well-being of our employees and their families.
• Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!
• To learn more about our great benefit offerings, Click Here.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree