End User Support SpecialistSince its founding over 80 years ago, Krispy Kreme's focus has remained the same - making fresh, premium quality doughnuts inspired by their founder's original recipe. The brand's iconic Hot Light lets guests know when doughnuts are being made fresh in shop so they can enjoy hot doughnuts fresh off the line. To make Krispy Kreme's in-shop experience even sweeter, many shops across the globe feature the brands one-of-a-kind doughnut theatre, an immersive, interactive experience through which guests can see Krispy Kreme's melt-in-your-mouth doughnuts being made right before their eyes.Krispy Kreme's End User Support Specialist will contribute to the success of the organization by serving as the first or escalated point of contact for customers seeking technical assistance.
Assistance may be provided remotely or on-site. Issue resolution will be determined by utilizing a variety of problem-solving methods, analytical thinking, and broad knowledge of Krispy Kreme technology to provide the optimal solution possible to our end-users. This role will also be the primary resource for managing user account access.Here's a taste of what you'll be doing:Perform troubleshooting for more advanced technical issues for a variety of systems, hardware, and softwareDetermine the optimal solutions for customers and ensure the issue is completely resolvedAct as the first escalation point as needed for incidents and requestsIdentify and suggest possible improvements on proceduresWrite/update knowledge base articles as necessary to ensure processes are well documented and other technicians or end-users have access to information to resolve issuesPerform other duties as assignedYour recipe for success:2+ years of experience in a similar roleProven track record as a Service Desk technician/IT Support SpecialistStrong working knowledge of computer systems, mobile devices, hardware and softwareGood problem solving, analytical and team-working skillsExcellent written and verbal skills, including being able to communicate effectively with both technical and non-technical audiencesAbility to multitask across multiple incidentsAbility to follow process and procedures accuratelyCustomer service oriented with a problem-solving attitudeBenefits:Comprehensive benefits (medical, vision, and dental insurance)Employee discount program401K planPTO and "dream" daysLife InsuranceFSA/HSA PlansAnd more!Krispy Kreme is an iconic, global brand that has offered the highest-quality doughnuts and great-tasting coffee since it was founded in 1937.
Today, Krispy Kreme operates as a public company traded under the ticker symbol, DNUT, on the Nasdaq Global Select Market. Krispy Kreme's over 1,600 shops can be found in 33 countries across the globe.