Service Desk Specialist - Shift: Tues-Sat. 6 AM-3 PM

Who is Taco Bell?

Taco Bell was born and raised in California and has been around since 1962. We went from selling everyone’s favorite Crunchy Tacos on the West Coast to a global brand with 8,200+ restaurants, 350 franchise organizations, that serve 42+ million fans each week around the globe. We’re not only the largest Mexican-inspired quick service brand (QSR) in the world, we’re also part of the biggest restaurant group in the world: Yum! Brands. 

Much of our fan love and authentic connection with our communities are rooted in being rebels with a cause. From ensuring we use high quality, sustainable ingredients to elevating restaurant technology in ways that hasn’t been done before… we will continue to be inclusive, bold, challenge the status quo and push industry boundaries.   

We’re a company that celebrates and advocates for different, has bold self-expression, strives for a better future, and brings the fun while we’re at it. We fuel our culture with real people who bring unique experiences. We inspire and enable our teams and the world to Live Más.

At Taco Bell, we’re Cultural Rebels. Want to join in on the passion-fueled fun? Learn more about the career below. 

About the Job:

Shift: Tues-Sat. 6 AM-3 PM

The Level 1 Analyst is responsible for providing remote support for all restaurant technology  and drives impact across the Taco Bell business through answer incoming calls, log incident details, and resolve technical incidents, including gathering applicable information for escalations. Level 1 Analyst will report to Team Leaders and Manager, RIS.

The Day-to-Day:

• Answer incoming calls, respond to emails, engage in chats or other key communication channels in a professional and courteous manner.
• Listen attentively to customer concerns and issue, identify their needs and provide an accurate and timely solution or the necessary information to resolve the issues effectively.
• Develop a deep understanding of our products, services, policies, and procedures, to assist restaurants and franchisees effectively and provide relevant information and recommendations.
• Use critical thinking and problem-solving skills to address inquiries, troubleshoot technical issues, and escalate complex problems to the appropriate teams for resolution.
• Engage necessary third-party service providers to aid in issue resolution or to provide necessary on-site support to resolve issues in an efficient manner.
• Adhere to guidelines, standards, and protocol for all restaurant and franchisee interactions, ensuring consistency and quality in service delivery.
• Accurately document all restaurant and franchisee interactions, inquiries, and resolutions in the ticketing system, maintaining thorough and detailed records for future reference.
• Actively participate in training sessions, workshops, and ongoing learning opportunities to enhance product knowledge and professional development.
• Collaborate effectively with the team members, supervisors, and other departments to share knowledge, address customers issues, and contribute to a positive and supportive work environment.

Is This You?

• High school diploma or equivalent (bachelor’s degree preferred).
• Previous experience in a customer service, call center, or related field / role is strongly preferred.
• Previous experience in the quick service restaurant industry, or with franchisor organization is a plus.
• A+ Certification or equivalent experience
• Strong technical skill set of understanding computer concepts such as operating system commands and scripts (i.e., UNIX, NT, PC Fundamentals, OS2, etc.)
• Excellent communication skills, both verbal and written, with a clear and professional phone manner.
• Strong interpersonal skills, with the ability to build rapport and establish a positive relationship with restaurants and franchisees.
• Problem-solving skills and the ability to think quickly and creatively to address the problem at hand.
• Ability to effectively organize the days tasks and manage multiple activities at once while providing support.  

Eligibility Requirements:

• Must be in current role for (at least 6 months)
• Must make agency partner aware of interest in applying
• Must meet the minimum requirements of the role

Metric Requirements:

• 120 Tickets or Total calls taken per week
• Incident to call ratio 95% or greater
• Average talk-time under 15 minutes
• Average QA score of 80% or greater for the previous quarter
• Follow up time less than 1 hour and Step Away under 50 minutes each week
• Work from Home instead of RSC less than 6 per quarter
• Callouts less than 3 per quarter
• 5 tardies or less per quarter

Work-Hard, Play-Hard:

• Hybrid work schedule 
• Onsite childcare through Bright Horizons 
• Onsite dining center and game room (yes, there is a Taco Bell inside the building) 
• Onsite dry cleaning, laundry services, carwash, 
• Onsite gym with fitness classes and personal trainer sessions 
• Tuition reimbursement and education benefits 
• Generous parental leave for all new parents and adoption assistance program 
• 401(k) with a 6% matching contribution from Yum! Brands with immediate vesting 
• Comprehensive medical & dental including prescription drug benefits and 100% preventive care
• Discounts, free food, swag and… honestly, too many good benefits to name 

Salary Range: ­­$24.23 - $26.00 annually + bonus eligibility + equity (if applicable) + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

At Taco Bell, we Live Más and invite you to do the same. Take a seat at our table. Bring your voice. Bring you, just as you are, a Cultural Rebel. We want you to be your best self! 

Taco Bell is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity.  We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic.

Taco Bell is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.  

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Employment eligibility to work with Taco Bell in the U.S. is required as the company will not pursue visa sponsorship for this position.

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