Tasks & Responsibilities:
The Tech Support I / Workflow Coordinator will be responsible for replying to all incoming IT requests from HQ employees and stand employees. They will organize and triage these requests to the appropriate support person(s) and set expectations with our users and technicians. They will be responsible for managing the daily schedules of our support technicians.
The Tech Support I / Workflow Coordinator will be expected to resolve simple issues, not to exceed 15 minutes before assigning the issue to a technician. They will collaborate with other departments across Dutch Bros Coffee, franchisees and regional operators, and multiple vendors, while organizing, planning, and executing the deployment of technology required for new stand openings. They will also be responsible for a variety of daily actions such as processing returns, receiving shipments, placing orders to refill inventory, etc.
Key Result Areas:
Respond to incoming requests during business hours within 2 hours.
Assign all non-emergent incoming tickets within 24 hours; emergent tickets need to be assigned immediately.
Organize the schedule of each technician, while ensuring no request reaches 5 days without being followed up on.
Should have a general understanding of IT operating systems, home wireless networks, and hands-on experience installing IT hardware/software.
Technical certifications preferred.
Must be extremely organized and have the ability to prioritize and multitask. Must have demonstrated good verbal and written communication and problem-solving skills. Must be able to establish and maintain friendly and professional relationships with a variety of people.