Support Center Specialist

About the role

The Support Center Specialist I position at White Castle provides broad-based technical support to both internal and external customers. This includes addressing software, hardware, audiovisual, and networking issues, providing technical solutions for customer-facing technology like online ordering, and ensuring accurate documentation and tracking of all technical issues.

Responsibilities

• Provide broad-based technical support to customers in their use of technology, including software, hardware, audiovisual, and networking issues.
• Provide technical solutions for external customer care, such as resolving issues related to online ordering and other customer-facing technology.
• Participate in the testing and troubleshooting of external customer-facing technology to ensure a positive customer experience.
• Document problem tickets when resolutions are not available or fail, and notify the appropriate team members for problem resolution.
• Follow up with users of the Support Center after their problems have been resolved to verify satisfaction with the solutions.
• Contact users if IS discovers a problem that could affect processing and prepare reports for management on user problems and support center procedures.
• Participate in shared services tasks as assigned by supervisor and respond to users of the Support Center in a pleasant manner.

Requirements

• A High School Diploma or GED.
• Solid knowledge of personal computers, Microsoft Office software, and Desktop Publishing.
• Understanding of diagnostic processes for technical problems to find correct solutions or forward those problems to appropriate secondary support personnel.
• Excellent written and verbal communication skills and telephone etiquette.
• Ability to learn new technical platforms and procedures.
• Efficiently manage multiple, time-sensitive tasks.

Qualifications

• High School Diploma or GED required.
• Must be able to work irregular and extended hours when unexpected problems arise.

Skills

• Technical support and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to learn new technical platforms and procedures.
• Efficient task management.

Benefits

• Medical (4 plan options and 4 national carriers to choose from).
• Dental & Vision Plan.
• Company-paid Life Insurance and AD&D (buy-ups available).
• Paid holidays.
• Bereavement pay.
• Jury duty pay.
• 4 Weeks of Paid Vacation in the first year.
• Weekly paychecks – YES, WEEKLY!
• 401(k) (100% company match for the first 3% deferred and 50% for the next 2%); all contributions are 100% vested!
• Profit Sharing plan.
• Holiday bonuses.
• Free parking.
• Recognition programs.
• Employee Assistance Program.
• Tuition reimbursement.
• Scholarship opportunities.
• Career growth and development.
• Hybrid work environment.
• Business casual dress code.
• White Castle restaurant discounts.
• Slip to our lobby.
• Community service opportunities.

Pay

• Compensation varies based on experience and qualifications.

Schedule

• Hours vary based on department needs and may include evening and weekend shifts.