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Help Desk Specialist – Retail Technology
Duration: 6 Months
Location: Minneapolis MN
Job Overview:
Provide support to internal stakeholders by monitoring intake email boxes and other communication mediums that franchisees and internal stakeholders use to submit escalation, questions, and requests, related to the Retail Technology platform. Create and assign tickets for issues, questions, and requests to team members who are best suited to address them. Assist with communications between vendors for resolving issues and accomplishing project goals.

Responsibilities: 
• We need folks with solid IT ITSM Support backgrounds and some technical aptitude. Folks that can hit the ground running.
• Administration & Support: Monitor intake email boxes and other communication mediums that franchisees and internal stakeholders use to submit escalation, questions, and requests.
Respond to questions or issues that can be handled without a technical resource. 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 resolution of the ticket. Provide SLA reports from vendors and internal ticketing system to internal stakeholders.
• Communication: Communicate with franchisees and vendors as needed to ensure that support tickets are being addressed in a timely manner.
• 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.

Education & Qualifications
• 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
• Experience in a Technology Department collaboratively working with business partners, technical teams, and vendors is desired
• Proven ability to communicate SLA standards and response expectations to customer
• 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 Office products: Outlook, Word, Excel, PowerPoint
• Experience with ticketing, ITSM, and knowledge base systems is desired

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This serves as notice per Iowa drug testing notification laws; applicants that reside in Iowa are subject to drug testing.


    • Job type: Contract
    • Location: Minneapolis
    • Date posted: