Help Desk Representative

Provide first-level technical support and troubleshooting assistance related to Caesar Vision POS products, associated peripherals, and third-party delivery service platforms used by corporate and franchisee stores globally.

Responsibilities

• Respond to client inquiries and technical support requests related to software, hardware, and delivery service platforms.
• Gather information, analyze issues, and apply troubleshooting methodologies to identify and resolve problems when possible.
• Escalate unresolved or complex issues to appropriate support resources.
• Provide application and system support to end users.
• Follow up with customers to confirm issue resolution and satisfaction.
• Deliver support via phone, email, and other approved communication channels.
• Provide instruction and support regarding Caesar Vision peripherals and delivery service-related products.
• Document support requests and resolutions within the ServiceNow call tracking system.
• Identify and report issue trends to leadership.
• Support operational schedules that may include evenings, weekends, holidays, or 24x7 support coverage for international locations.

Requirements

• High school diploma, GED, or equivalent.
• Minimum one (1) year of experience in customer service, technical support, help desk support, call center operations, or a related customer-facing environment.
• Ability to work assigned schedules that may include evenings, weekends, holidays, or other business-required shifts.

Preferred Qualifications

• Knowledge of or experience using call center software and contact center technologies.
• Experience using ServiceNow or a similar incident management platform.
• Experience supporting point-of-sale (POS) systems.
• Experience supporting restaurant, retail, franchise, hospitality, or delivery service operations.
• Experience providing technical support in a high-volume support environment.

Skills

• Customer-focused approach with a commitment to delivering high-quality support experiences.
• Ability to communicate technical information clearly to non-technical users.
• Strong listening, questioning, and follow-up skills.
• Ability to remain professional when assisting frustrated or difficult customers.
• Effective collaboration with teammates, store personnel, franchisees, and business partners.
• Strong organizational skills with the ability to prioritize multiple competing tasks.
• Adaptability and responsiveness in a fast-paced support environment.
• Sound judgment regarding issue escalation and resolution ownership.

Working Conditions

• This position may require evening, overnight, weekend, or holiday coverage to support domestic and international operations.
• Work is typically performed in an office or remote support environment and involves prolonged use of computers, telephones, and related technologies.
• This position may require participation in rotating support schedules.