Since 1940, Dairy Queen has been one of the world's best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and 24 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.
Here at IDQ, we create extraordinary Fan experiences every day and we do this through our commitment to hiring and retaining only the best in class talent. We firmly believe that our employees are the catalyst to the success of the company where their initiative, strategic thinking, and entrepreneurial spirit are recognized and rewarded. We're looking for motivated, passionate and dedicated individuals with an inherent need and ambition to go after bigger challenges.
We have an exciting opportunity for a Retail Technology Help Desk Specialist located at our new Franchise Support Center in Bloomington, MN. The role will provide support to International Dairy Queen (IDQ) franchisees and internal stakeholders by monitoring intake email boxes and other communication mediums that franchisees and internal stakeholders use to submit escalation, questions, and requests, related to IDQ's Retail Technology platform. Create and assign tickets for issues, questions and requests to team members who are best suited to address. Assist with communications between vendors for resolving issues and accomplishing project goals.
Principal Accountabilities Include:
Administration & Support: Monitor intake email boxes and other communication mediums that franchisees and internal stakeholders use to submit escalation, questions, and requests.
Respond to questions or issues that can be handled without a technical resource. Create and assign support tickets to Support Specialists or other team members best suited to resolve. Monitor tickets and follow up with Franchisees and team members through resolution of the ticket. Provide SLA reports from vendors and internal ticketing system to internal stakeholders.
Communication: Communicate with franchisees and vendors as needed to ensure that support tickets are being addressed in a timely manner.
Continuous Refinement: Continuously look for opportunities to improve project related work such as support, distribution of tickets and project requests, franchisee communication, vendor communication, SLA standards and similar elements that will serve to improve the overall franchisee customer service experience and corporate team efficiency measures, over time.
Vendor Engagement: Participate in vendor conference calls to maintain ongoing project awareness and share insights and perspective as needed.
Other duties as assigned by management.
Proven ability to communicate SLA standards and response expectations to customer
Excellent attention to detail and organizational skills in a fast-paced environment
Excellent problem solving and customer service skills in a matrix-structured setting
Excellent time management, communication, and follow-through skills
Experience using Microsoft Office products: Outlook, Word, Excel, PowerPoint
Experience with ticketing, ITSM, and knowledge base systems is desired
A.A. or A.S. Degree in IS, IT or related field, or equivalent combination of education and work experience
1-3 years of technical help desk/call center or equivalent experience
Experience in a Technology Department collaboratively working with business partners, technical teams and vendors is desired
Benefit package includes medical, dental and vision insurance coverage, employer paid basic life insurance, short and long-term disability, paid sick and vacation, 401(k) match, tuition reimbursement, wellness challenges and more!
IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.