Help Desk - Remote Eligible

Help Desk

We are seeking candidates for a Help Desk position. In this role, you will be the first point of contact for restaurant managers, providing IT support via calls and chats to resolve technical issues. This is a call center environment where providing customer service is essential.

Key Responsibilities

• Handle approximately 25-30 inbound calls and chats daily to diagnose and resolve IT issues.
• Document all interactions and troubleshooting steps accurately in ServiceNow.
• Manage multiple programs simultaneously, including ticketing systems, remote access tools, and reporting dashboards.
• Provide effective customer service for every interaction, without relying on scripts.
• Collaborate with team members to ensure consistent and high-quality support.

Work Environment

The role requires four weeks of onsite training in Louisville, KY. Following the successful completion of training, the position will transition to a remote, work-from-home basis. Equipment will be provided. A quiet workspace, reliable internet access, and a personal cell phone for system authentication are required. The service desk operates seven days a week. This role requires working on some national holidays. All team members must work at least one weekend day, with an assigned day off during the week.

Required Qualifications

Previous experience in a call center environment is required. Customer service experience is also a key requirement. Candidates should possess a basic IT background and the ability to learn proprietary software programs. Proficiency with multitasking across various applications such as ServiceNow, Microsoft Teams, Outlook, and remote support tools is necessary.

Compensation & Benefits

The pay rate for this position is between $20.00 and $21.00 per hour. Further details regarding benefits will be provided to qualified candidates.

This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.