Help Desk Agents will be the main lifeline store management has when issues arise that get in the way of selling products and serving guests. This includes having a solid grasp of the standard systems in the restaurants and being able to quickly recall or research an assortment of symptoms a manager may call with. Staying calm and confident while facing management is crucial in keeping things smooth in store when things are at their worst. 

Key Responsibilities:

• Promptly answering incoming calls from Store Managers.
• Confidently analyze situations and symptoms to find a root cause or causes, ruling out distractions or red herrings on both ours and the store side
• Use detailed language to visually describe hardware and systems, both in text and verbally.
• Quickly access and apply logic and knowledge resources from multiple sources on the fly, while keeping management informed and empowered to help the other team members and guests.
• Stay calm and empathetic when working through outages or issues at high intensity stores.

QUALIFICATION REQUIREMENTS

• Must have strong verbal communications, listening and phone skills.
• Must have strong organizational skills.
• Must be able to absorb and process new information quickly, keeping up with constantly changing and evolving systems.
• Must be able to think logically and improvise to apply past knowledge and situations to new problems or symptoms.
• Must be self-motivated with the ability to stay focused and meet goals, while proactively following up where store staff may not.
• Establish a good relationship with other agents; working together and sharing knowledge is by far one of our department's most valuable strengths.
• Must be able to utilize their personal computer efficiently and have a stable internet connection, ethernet or strong Wi-Fi. More than 1 monitor advised, but not required.

DISCLAIMER: THE CONTENT WITHIN THIS DOCUMENT REPRESENTS THE ROLE OF A TGI FRIDAYS INC. EMPLOYEE. FRANCHISEES MAY INCLUDE DIFFERENT OR ADDITIONAL REQUIREMENTS. PLEASE VERIFY ACTUAL REQUIREMENTS DURING THE INTERVIEW.