Overview

Support Now is an essential sub-department of Field Operations. The Chick-fil-A HELP program provides support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow. Business Services Agent, Support Now - Restaurant Support provides front-line support to Chick-fil-A Restaurants in the following areas: Facilities & Equipment, Marketing, Supply Chain, Payroll/Treasury, Supply Central, and Restaurant Training; Level I Analysts look for ways to serve, get answers, and solve problems in a timely manner for our Operators, Team Members and each other. If you are passionate about joining a championship team that focuses efforts on making it easy with care, Support Now is the place for you. Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

• Earned an Associate's degree or actively enrolled in undergraduate four-year degree (Bachelors) program
• Provide an effortless customer experience to make it easy for Restaurants to get answers and solve problems
• Utilize ticketing system to communicate and thoroughly document issues and opportunities
• Manage ticket queue daily to make sure all tickets are updated, communicated, and resolved effectively
• Answer questions and resolve issues related to marketing, payroll, facilities & equipment, supply central, restaurant training, supply chain and treasury
• Keep informed of new campaigns and rollouts impacting restaurants
• Utilizing KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
• Follow all Standard Operating Procedures
• Advocate for the restaurant and own issues until completion
• Attend and pass all required training to adequately support the platforms and restaurants
• Support departmental goals such as Quality, Customer Satisfaction and other key metrics
• Adhere to published schedule and maintain excellent attendance

Minimum Qualifications

• 0-2 year's work experience
• Working knowledge of Microsoft Office
• Ability to work independently with minimal supervision
• Must be able to type at least 40 wpm

Preferred Qualifications

• Bachelor's degree in Information Technology; Computer Information Systems; Business, Marketing Degree or related field
• 0-2+ years Help Desk/Call Center experience
• Customer service experience
• Hospitality and/or Chick-fil-A restaurant experience, a plus
• Knowledge: topics and information that are applied directly to the performance of work such as:
  • Generally accepted servant leadership principles
  • Knowledge and understanding of Chick-fil-A's corporate Core Four Principles and Corporate Purpose
  • Proficient with Word, Excel, PowerPoint
• Skills: technical or manual proficiencies that are learned through job training such as:
  • Analytical skills and problem-solving
  • Accountability
  • Adaptability
  • Outstanding verbal and written communication skills
  • Attention to details and good documentation skills
  • Good interpersonal skills
• Abilities: The capacity to apply knowledge and skills as well as characteristic attributes such as:
• Ability to use good reasoning to interprets data
• Building strong relationships and motivating others
• Self-motivator, works well under pressure and able to multi-task
• Decision-making
• Ability to manage workload

Minimum Years of Experience

Travel Requirements

Required Level of Education

Preferred Level of Education