Bi-lingual Help Desk Representative (Spanish speaking)

Little Caesars Pizza; Detroit (MI); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading pizza franchise is seeking a Bi Lingual Help Desk Representative to support technical inquiries related to their POS product and delivery service. The role involves troubleshooting, problem-solving, and providing excellent customer service to users of corporate and franchisee stores. Candidates should possess a high school education and at least two years of experience in a customer-service role. This position allows remote work and requires strong communication and organizational skills.

Qualifications

• Minimum of two years of experience in customer-service call center or technical help-desk.
• Ability to handle difficult customers with excellent phone etiquette.
• Team-player with organizational skills to manage multiple priorities.

Responsibilities

• Provide client support and technical assistance for incoming queries.
• Analyze issues and walk customers through problem-solving processes.
• Log all issues in the Service Now call-tracking system.

Skills

Customer-focused orientation

Active listening

Collaborative communication

Problem-solving skills

Education

High school education or equivalent

Tools

Call-center software

Service Now call-tracking system

Job description

Bi Lingual Help Desk Representative

Little Caesars Pizza

Job Summary

In this role, you will provide troubleshooting assistance and support related to the Caesar Vision POS product and the on‑demand food delivery service used by corporate and franchisee stores around the world. You will log inquiries and respond to basic queries, run diagnostic tests, isolate problems, determine solutions, and resolve simple issues. Complex problems will be escalated to more experienced staff or a supervisor/manager.

Key Responsibilities

• Provide client support and technical assistance for basic incoming queries on computer software, hardware, and the on‑demand delivery service.
• Analyze issues, ask appropriate questions, and walk the customer through the problem‑solving process, isolating the problem and identifying solution when possible. Escalate unresolved issues.
• Troubleshoot problems and provide application support to end‑users.
• Follow up with clients to ensure the issue was resolved to their satisfaction.
• Offer excellent service to corporate and franchisee stores and delivery service customers.
• Support clients on various work schedules, including 24 × 7 coverage for international stores, franchisees, and customers.
• Respond to queries via phone, email, or other communication methods.
• Provide basic instruction and support for computer peripherals related to the Caesar Vision product or the delivery service.
• Log all issues in the Service Now call‑tracking system.
• Report trend calls to the Help Desk supervisor or manager.

Required Knowledge, Skills And Abilities

• High school education or equivalent.
• Minimum of two (2) years of experience in a customer‑service call center and/or a technical help‑desk environment.
• Knowledge and experience with call‑center software.
• Customer‑service experience with the ability to solve problems and recognize when to Escalate.
• Collaborative communication skills with all types of store personnel and delivery‑service customers.
• Active listening, questioning, follow‑up, and addressing client concerns.
• Customer‑focused orientation with excellent phone etiquette and the ability to handle frustrated or difficult customers.
• Ability to thrive in a fast‑paced workplace and to be flexible and responsive.
• Ability to explain technical information to non‑technical store personnel.
• Organizational skills – prioritising workload and managing multiple priorities concurrently.
• Team‑player, supporting colleagues when needed.
• Experience with the Service Now call‑tracking system is preferred.

Where You’ll Work

• Remotely from home

Little Caesars Pizza is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, sex (including pregnancy), sexual orientation, gender identity, age, disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. The company will provide reasonable accommodations to qualified applicants who need them.