A customer of Insight Global is growing it's Tier 1 Support Team! We are looking for Tier 1 Helpdesk Agents to work onsite here in Atlanta. All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment. In addition, they should have a strong technical understanding of the various hardware, software and networking systems being supported.
Typical duties include: (Tier 1)
Taking initial telephone or e-mail inquiries and troubleshooting and managing relatively simple hardware, software or network problems that can be resolved in five minutes or less. Recognizing and escalating more difficult problems to Tier 2 support. Logging call activity.

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 customer is headed tomorrow.

IT Helpdesk Agents are responsible for providing support for all technologies used by our Franchisees. IT Agents 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 remotely, strengthening key elements of the culture by fostering collaboration and community.

Provide an effortless customer experience through online or phone response 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 and communicated resolved effectively
Diagnose 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 platforms
Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
Follow all Standard Operating Procedures
Advocate for the restaurants and own issues until completion
Maintain restaurant and business acumen by attending 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 work schedule and maintain excellent attendance
Demonstrate relentless teamwork through collaboration on team projects and initiatives

Important Information on Shifts:
First 4 weeks Training Mon Fri 9-5 Onsite
After that, shift will be assigned. Will be Monday Saturday with one set day off. The hours will be mid-shift or evening shift (still confirming on this). Expectation will be onsite during the week and working remotely on Saturday to start. After probationary period, schedule will be more hybrid, and expectation will be 2 days onsite.

Compensation:
$15/hr to $18/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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