Technology Support Specialist II

International Dairy Queen, Inc.•Bloomington, MN

1d•$32 - $39•Hybrid

About The Position

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
Experience with ticketing, ITSM, and knowledge base systems is desired

Nice To Haves

Experience in a Technology Department collaboratively working with business partners, technical teams and vendors is desired.

Responsibilities

Administration & Support: Monitor ServiceNow and various IT email inboxes, as well as other communication channels used by franchisees and internal stakeholders to submit cases, incidents, and requests.
Respond to questions or issues that may require technical support by 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 the 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
Continuous Refinement: 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.
Vendor Engagement: Participate in vendor conference calls to maintain ongoing project awareness and share insights and perspectives as needed.
Other duties as assigned by management.