Support Now is an essential sub-department of Field Operations. We provide 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.
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.
The Agent, Support Now-Grand Opening/International is responsible for providing support for all technologies for new restaurant openings and existing restaurants re-opening from remodel. Grand Opening 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.
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 Provide an effortless customer experience to make it easy for restaurants to get answers and solve problemsOwn the technology support needs of assigned restaurants starting 6 weeks before opening through at least 4 weeks post-opening. Partner with other departments to continually improve support for restaurant openings and to address issues proactively Utilize ticketing system to communicate and thoroughly document issues and opportunitiesManage ticket queue daily to make sure all tickets are updated and communicated resolved effectivelyDiagnose and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provided, such as remote access tools, automation scripts, and monitoring platformsUsing KCS methodology contributes to the knowledge base by flagging, editing, and creating articlesFollow all Standard Operating ProceduresAdvocate for the restaurants and own issues until completionMaintain restaurant and business acumen by attending and passing all required training to support the platforms and restaurantsSupport departmental goals such as Quality, Customer Satisfaction, and other key metrics.Adhere to published work schedule and maintain excellent attendanceDemonstrate relentless teamwork through collaboration on team projects and initiatives Minimum Qualifications Bachelors degree preferred or the equivalent combination of training and experience from which comparable skills can be acquiredWorking knowledge of Microsoft Office Ability to work independently with minimal supervisionMust be able to type at least 40 wpmKnowledge: topics and information that are applied directly to the performance of work such as:Generally accepted servant leadership principlesKnowledge and understanding of Chick-fil-A’s corporate Core Four Principles and Corporate PurposeProficient with Word, Excel, PowerPointSkills: technical or manual proficiencies that are learned through job training such as:
Analytical skills and problem-solving AccountabilityAdaptability Outstanding verbal and written communication skillsAttention to details and good documentation skills Good interpersonal skillsAbilities: The capacity to apply knowledge and skills as well as characteristic attributes such as:
Ability to use good reasoning to interpret data.
Building strong relationships and motivating others
Self-motivator, works well under pressure and able to multi-task
Decision-making
Ability to manage workload Preferred Qualifications Bachelor’s Degree in Information Technology; Computer Information Systems; Business, Marketing Degree, or related field0-2+ years Help Desk/Call Center experience Customer service experience Hospitality and/or Chick-fil-A restaurant experience, a plus Minimum Years of Experience 0 Travel Requirements 10% Required Level of Education Associate's Degree Preferred Level of Education Bachelor's Degree Submit Resume ApplyApplyShareRefer this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Interested in this opportunity?
Chick-fil-A, Inc. is an equal opportunity employer that values diversity and inclusion. We make employment decisions on the basis of qualifications, merit and business need. Application FAQs