Technology Support Specialist II

International Dairy Queen, Inc. (IDQ), based in Minneapolis, Minnesota, is the parent company of American Dairy Queen Corporation and Dairy Queen Canada, Inc. Through its subsidiaries, IDQ develops, licenses, and services a system of more than 7,800 DQ restaurants in more than 20 countries. IDQ is a subsidiary of Berkshire Hathaway, Inc. For more information, visit DairyQueen.com.

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. 

Provide advanced support to International Dairy Queen (IDQ) franchisees and internal stakeholders in the Retail Technology areas of delivery, digital ordering, store transfers, gift and credit cards, vendor support, escalations, DQ Cakes and customer satisfaction surveys and provides training, support, and guidance to Level I Technical Support Specialist and the DQ Hub support staff.

Principal Accountabilities

• Administration & Support: Monitor ServiceNow and various IT email inboxes, as well as other communication channels used by franchisees and internal stakeholders to submit cases, incidents, and requests. 
• Respond to questions or issues that may require technical support by using experience and knowledge articles. 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 the ticket resolution. Provide SLA reports from vendors and the internal ticketing system to internal stakeholders.
• Communicate with franchisees and vendors as needed to ensure that support tickets are being addressed promptly.
• Create knowledge for both internal and external-facing customers in ITSM and CSM
• 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 perspectives as needed.
• Other duties as assigned by management.

• 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.
• Proven ability to communicate SLA standards and response expectations to customers

• 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 365 products: Outlook, Word, Excel, PowerPoint
• Experience with ticketing, ITSM, and knowledge base systems is desired

The US national hourly range for this non-exempt position is $32.23- $38.67.  The base hourly range displayed reflects the targeted hiring range for positions across all US locations. Individual pay is determined by job-related skills, work location, and relevant education or experience

All your information will be kept confidential according to EEO guidelines.  

Benefits

Our benefit package supports the well-being of our employees and their families.  Our comprehensive benefit package includes, medical, dental, 401K match, paid time off (including volunteer time as well as parental leave) and so much more!  To learn more about our great benefit offerings, Click Here.

Work Environment

Most positions located out of our global headquarters in Bloomington, MN will work a hybrid work schedule where you will work 3 collaboration days a week.  Additional in office time may be required to support team/project needs.  

Inclusion & Belonging

We are committed to creating a culture of inclusion and belonging for all who touch DQ. We believe in and commit to fostering a community where employees bring their authentic selves to work, and where we recruit, engage, and retain employees, franchise owners, and suppliers based on qualifications and merit. We strive to maintain an environment where everyone feels welcome.

IDQ is an Equal Opportunity Employer, and we use E-Verify to confirm the identity and employment eligibility of all new team members. You must be authorized to work in the United States without the need for employer sponsorship.