End User Support Specialist

Since its founding over 80 years ago, Krispy Kreme’s focus has remained the same - making fresh, premium quality doughnuts inspired by their founder’s original recipe. The brand’s iconic Hot Light lets guests know when doughnuts are being made fresh in shop so they can enjoy hot doughnuts fresh off the line. To make Krispy Kreme’s in-shop experience even sweeter, many shops across the globe feature the brand's one-of-a-kind doughnut theatre, an immersive, interactive experience through which guests can see Krispy Kreme’s melt-in-your-mouth doughnuts being made right before their eyes.

About the role

Krispy Kreme’s End User Support Specialist will contribute to the success of the organization by serving as the first or escalated point of contact for customers seeking technical assistance. Assistance may be provided remotely or on-site. Issue resolution will be determined by utilizing a variety of problem-solving methods, analytical thinking, and broad knowledge of Krispy Kreme technology to provide the optimal solution possible to our end-users. This role will also be the primary resource for managing user account access.

Responsibilities

• Perform troubleshooting for more advanced technical issues for a variety of systems, hardware, and software
• Determine the optimal solutions for customers and ensure the issue is completely resolved
• Act as the first escalation point as needed for incidents and requests
• Identify and suggest possible improvements on procedures
• Write/update knowledge base articles as necessary to ensure processes are well documented and other technicians or end-users have access to information to resolve issues
• Perform other duties as assigned

Requirements

• 2+ years of experience in a similar role
• Proven track record as a Service Desk technician/IT Support Specialist
• Strong working knowledge of computer systems, mobile devices, hardware and software
• Good problem solving, analytical and team-working skills
• Excellent written and verbal skills, including being able to communicate effectively with both technical and non-technical audiences
• Ability to multitask across multiple incidents
• Ability to follow process and procedures accurately
• Customer service oriented with a problem-solving attitude

Benefits

• Comprehensive benefits (medical, vision, and dental insurance)
• Employee discount program
• 401K plan
• PTO and “dream” days
• Life Insurance
• FSA/HSA Plans
• And more!