NE3 Help Desk Specialist

The position is responsible for providing first level support and troubleshooting for all KFC ARLs, Managers, and team members that calls or chats with the KFC Restaurant Help Desk. We provide support in-restaurant hardware and software around POS system and peripherals, Merit and PC peripherals, QSR, and drive through systems. Our support also includes but is not limited to restaurant reporting (around inventory, cash management, and labor), KFC Learning platform, applicate tracking systems, customer payment systems, networking, Digital Technology, and operational (how-to) issues that KFC teams face daily.

• Work with limited supervision and no instructions needed on routine work.
• Provide first level support and troubleshooting for all KFC ARLs, Managers, and team members through calls, chats, or service tickets.
• Provide stellar customer service to our customers, treating every call with respect and positive energy.
• Serve as primary point of contact for the main queue along with one other subject matter queue.
• Work in an efficient/fast-paced environment to meet or exceed team and individual service targets.
• Handle a high level of calls, chats, emails, and other incoming support tickets.
• Layer 1 support for in-restaurant hardware and software around POS system/POS peripherals, Merit and PC peripherals, QSR, and drive through systems.
• Basic understand of KFC Learning platform, applicate tracking systems, customer payment systems, networking, and Digital Technology
• Analyze and resolve hardware, software and operational issues within our service level agreements.
• Maintain a basic understanding of KFC operational procedures and restaurant reporting around inventory, cash management, and labor.
• Follow proper escalation path when necessary to resolve issues.
• Log all incidents into an Incident Management System with clear, concise language.
• Work a flexible schedule that may include days, night, weekends, and holidays to meet support and staffing needs.
• Collaborate with other Help Desk analysts to troubleshoot and resolve complex issues.
• Staying up to date with new technology and operational changes being implement to KFC restaurants.
• Participate in all individual and group training initiatives.

Achieve an on target or above rating on quality, service, and productivity metrics

• Some college preferred.
• Minimum 2 years of customer service experience
• Good organizational, oral/written communication, and problem-solving skills.
• Good understanding of computer concepts (PC Fundamentals/Operating Systems)
• Ability to type 40 words per minute.
• Minimum of 1 of year previous help desk/call center experience is desired.
• Spanish fluency is desired.
• Basic understanding of restaurant operations is desired.