Technology Support Representative II

About the position

The Technology Support Rep II will be located at the Domino's headquarters in Ann Arbor, MI, providing effective, live Level 1 support for Domino’s In-Store Operators. The Help Desk Representative remotely diagnoses and resolves routine problems including proprietary software, as well as hardware and peripheral equipment (touch screens, phones, printers, etc.) They follow up with our customers to ensure calls are resolved and closed promptly. Other aspects of the role include: Keeping thorough documentation of reported issues and steps taken in troubleshooting. Ongoing training as new technology is implemented throughout the Domino’s brand Working in our beautiful World Resource Center in Ann Arbor, Michigan. The first 2-4 weeks of the role will be training and M-F, 9am-6pm EST. Following training, must be open to working nights and weekends! Typical shifts include: 8am-5pm, 9am-6pm, 10am-7pm,12am-9pm, 3pm-12am, 5pm-2am, 12am-9am All day shifts will be on site 4 days per week if working Monday-Thursday. If starting at or after 3pm on site is not required.

Responsibilities

  • Providing effective, live Level 1 support for Domino’s In-Store Operators.
  • Remotely diagnosing and resolving routine problems including proprietary software, as well as hardware and peripheral equipment (touch screens, phones, printers, etc.).
  • Following up with customers to ensure calls are resolved and closed promptly.
  • Keeping thorough documentation of reported issues and steps taken in troubleshooting.
  • Ongoing training as new technology is implemented throughout the Domino’s brand.

Requirements

  • High school diploma required
  • Ability to work nights and weekends is a must!
  • Help Desk Experience and remote support experience preferred
  • Familiarity with basic networking troubleshooting
  • Strong detail oriented, communication skills both written and verbal
  • Typing proficiency, ability to keep up to date and thorough notes while actively troubleshooting an issue.
  • Strong interpersonal skills, soft skills such as empathy and the ability to speak to folks of widely varying levels of technological skill and knowledge.
  • Great problem-solving/investigative skills
  • Ability to multitask
  • Ability to independently plan, organize and prioritize one’s own activities
  • Persistent work ethic with a positive, team player mentality

Nice-to-haves

  • Bachelor’s degree preferred
  • Experience using a Ticketing Management applications (ServiceNow)
  • 2+ Years of Help Desk Experience
  • SQL Experience (Reading and executing existing queries)
  • Ability to work on call in a rotation with multiple other technicians

Benefits

  • Paid Holidays and Vacation
  • Medical, Dental & Vision benefits that start on the first day of employment
  • No-cost mental health support for employee and dependents
  • Childcare tuition discounts
  • No-cost fitness, nutrition, and wellness programs
  • Fertility benefits
  • Adoption assistance
  • 401k matching contributions
  • 15% off the purchase price of stock
  • Company bonus
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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