Help desk Representative

Job Summary

In this role, you will provide troubleshooting assistance and support related to specific software and peripherals of the Caesar Vision POS product and on-demand food delivery service used by corporate and franchisee stores around the world. You will be responsible for logging inquiries and responding to basic queries, running diagnostic tests, isolating problems, determining solutions and/or resolving simple issues. When possible, you will implement the solution, guide the caller to how to implement the solution and resolve customer service issues, however, you will be expected to escalk more complex problems to more experienced staff and/or a supervisor or Manager.

You will be part of a team of Help Desk professionals supporting software solutions and third-party delivery service to stores.

• Provide client support and technical assistance for basic incoming queries and issues related to the computer software, hardware and on-demand food delivery service.
• Analyze issues, ask appropriate questions and apply problem‑solving methodologies.
• Walk the customer through the problem‑solving process and attempt to isolate problem and identify solution if possible.
• If unable to solve the issue, refer to more experienced staff.
• Troubleshoot problems as well as provide application support to end‑users.
• Follow up with client and/or customer to ensure issue was resolved to their satisfaction.
• Provide excellent client service to corporate, franchisee stores and delivery service customers.
• Support clients on various work schedules that may include 24 x 7 support to international stores, franchisees and customers.
• Respond to queries using phones, email or other methods of communication.
• Provide basic instruction and support to clients with computer peripherals related to Caesar Vision products or delivery service customers.
• Log all issues identified in Service Now call tracking system.
• Report all trend calls to Supervisor or Manager Help Desk.

• High school education or equivalent.
• Knowledge and experience with call center software.
• Customer, client or call center environment experience with ability to problem‑solve with customers and understand when to escalate questions or issues.
• Collaboration and clear communication with all types and levels of store personnel and delivery service customers who contact the help desk.
• Demonstrated ability to listen, ask questions, follow‑up and address client concerns.
• Customer‑focused orientation with excellent phone etiquette and experience dealing with frustrated or difficult customers.
• Experience in a fast‑paced workplace and ability to be flexible and responsive.
• Ability to communicate technical information to non‑technical store personnel.
• Organisational skills with ability to prioritise workload and handle multiple priorities concurrently.
• Proven ability to function in a team environment, supporting team members when needed.
• Experience with Service Now call tracking system is preferred.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Little Caesars Enterprises Inc.

Little Caesars Enterprises Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, creed, national origin, gender, sexual orientation, age, disability, veteran status, genetic information, ethnicity, citizenship or any other characteristic protected by law. The Company will strive to provide reasonable accommodations for qualified applicants who require an accommodation to participate in the hiring process.

Little Caesars Enterprises Inc. participates in E‑Verify.

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid holidays and paid time off.
• Legal and counseling services.
• Flexible spending accounts.
• Disability and adoption benefits.