Brand Support Lead (Helpdesk)

Remote Role / 5&5 (a Tijoh Brand) / Full-Time

About the Role

We’re looking for someone who is capable of executing Level 2 support for our brands. The Brand Support (Tier 2) will be the role responsible for ensuring brand success and satisfaction for all Tier 1 and Tier 2 support issues. This role will also be critical in monitoring and managing communication with brands to continue to improve request execution and turnaround time.

What You’ll Do

  • Troubleshoot all Tier 1 issues with a 100% resolution rate 

  • Troubleshoot all Tier 2 issues with a 95% resolution rate

  • Act as the primary escalation point for Tier 1 issues

  • Act as a technical backup for brands where needed

  • Process inbound service requests in accordance with issue severity and established service level agreements

  • Work with the Technical Solutions team to optimize existing support and develop new opportunities for Helpdesk to take on additional work streams for the organization

  • Provide frequent communication with brands; keeping them informed of incident progress, brand changes, and outages

  • Assist with process documentation and workflow.

  • Analyze and compile support data for teams to review and provide recommendations to improve client service

  • Provide support & training to Tier 1 team members on a regular basis

What We’re Looking For

  • Must have restaurant IT experience (2 - 3 years of experience)

  • Must have intermediate/advanced experience with OLO (2-3 years of experience)

  • Must have basic experience troubleshooting POS systems (NCR Silver Preferred)

  • Experience with Loyalty platforms is preferred

  • Experience with any other POS or digital platform is a plus

  • Experience with Zendesk (or other ticketing system) preferred

  • Strong client-facing rapport, enthusiastic with effective communication and analyzation skills

  • Must be client service oriented and possess strong teamwork skills, adaptability, & initiative

  • Keen attention to detail and ability to troubleshoot complex issues quickly, self-reliant, and sense of ownership

  • High level of organization and ability to balance multiple projects, as well as managing different priorities. Multitasking abilities are a must

  • Work independently with or without documentation and help create documentation where needed

  • Ability to not only work independently on clients but also collaboratively with the greater team to proactively resolve any client concerns

  • Strong technical curiosity and continued desire to grow within the organization

About 5&5

5&5 is the restaurant industry’s premier digital platform managed company. We partner with the restaurant industry’s best SaaS solution providers to transform digital commerce. Our clients include brands such as Tropical Smoothie Cafe, Bojangles, Church’s Chicken, Raising Cane’s, Hardee’s, and Carl’s Jr.. Learn more at 5and5.com.

Tijoh is an equal opportunity employer committed to ensuring diversity and inclusion are at the forefront of our business practices. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, gender identity, pregnancy, age, marital status, veteran status, or disability status. We hire solely based on qualifications, merit, and business need. We are committed to pay parity for all of our employees.

 
 

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