Since 1940, Dairy Queen® has been one of the world’s best known and loved brands. Based in Minneapolis, MN, International Dairy Queen Inc., (IDQ), is the parent company of American Dairy Queen Corporation. As a leading franchisor, there are more than 7,000 independently owned and operated restaurants in the U.S., Canada and more than 20 countries around the world. IDQ is a subsidiary of Berkshire Hathaway Inc. (Berkshire) which is led by Warren Buffett, the legendary investor and CEO of Berkshire.

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.

We have an exciting opportunity available for a Help Desk Specialist located at our corporate office in Bloomington, MN.  The Help Desk Specialist assists International Dairy Queen (IDQ) franchisees and in-house teams by overseeing email inboxes and other communication channels, supporting franchisees with Credit and Gift Card issues, and monitoring store transfer steps. Franchisees and internal stakeholders use these platforms to raise issues, ask questions, and make requests. 

Key Accountabilities Include:

• Administration & Support: Monitor intake email boxes and other communication mediums franchisees and internal stakeholders use to submit escalation, questions, and requests. Respond to questions or issues that can be handled without a technical resource. 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, when applicable, from vendors and internal ticketing system to internal stakeholders. 

• Communication: Communicate with franchisees and vendors as needed to ensure that support tickets are being addressed in a timely manner.  

• 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 customer  

• 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 Office products: Outlook, Word, Excel, PowerPoint 

• Experience with ticketing, ITSM, and knowledge base systems is desired 

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 2 collaboration days a week.  Additional in office time may be required to support team/project needs.  Positions will be identified as “remote eligible” when consideration will be given to candidates outside of drivable distance to our Bloomington office.

Our Commitment to Diversity, Equity and Inclusion

We are committed to creating a culture of diversity, equity and inclusion for all who touch DQ.  We believe in and commit to fostering a community where employees bring their authentic selves to work; where we recruit, engage and retain employees, franchise owners and suppliers with diverse background and identities; and where everyone feels welcome engaging with our DQ brand.

IDQ is an Equal Opportunity Employer that values the strength diversity brings to the workplace. IDQ participates in the US E-Verify program.  You must be work authorized in the United States without the need for employer sponsorship.