Joining King’s Hawaiian makes you part of our `ohana (family). We are a family-owned business for over seventy years, respecting our roots while thinking about our future as we continue to grow and care for our customers and the communities we serve. Our `ohana members build an environment of inclusivity as they freely collaborate, pursue learning through curiosity, and explore innovation as critical thinkers. Beyond that, we are also passionate about supporting the long-term health and well-being of our employees and their families. If you’re excited to rise with our team, come and join our `ohana!
Essential Job Duties And Responsibilities
* Respond to and resolve incoming service requests and incidents via phone, email, or ticketing system, with excellent communication and customer service.
* Accurately document all actions taken, including troubleshooting steps and resolutions, in the service management system.
* Establish rapport and gather relevant issue details by communicating effectively with end-users and collaborating with the team as necessary.
* Provide basic hands-on support, such as password resets, printer setups, software installations, and simple troubleshooting.
* Assist with user onboarding and offboarding tasks, including account creation and access provisioning following documented procedures.
* Support commonly used productivity tools such as Microsoft 365, Zoom, and Teams.
* Escalate unresolved or more complex technical issues to Tier II or appropriate technical teams.
* Maintain awareness of service desk procedures, documentation, and best practices.
BASIC AND PREFERRED QUALIFICATIONS (EDUCATION And/or EXPERIENCE)
* High school diploma or GED required; Associate’s degree or relevant coursework in IT is preferred.
* 1–2 years of customer service or technical support experience preferred.
* Basic familiarity with Windows OS, Microsoft Office 365, and standard desktop/laptop hardware.
Additional Qualifications (job Skills, Abilities, Knowledge)
* Proficient in communication and interpersonal skills with a focus on customer service.
* Proficient in following written instructions and procedures.
* Developing skills in learning and applying new technical knowledge.
* Developing knowledge of ticketing systems such as ServiceNow or similar is preferred.
* Developing knowledge of Active Directory and basic user account management is a plus.
* Ability to demonstrate King’s values of excellence, dignity, honesty, curiosity, collaboration, and emotional intelligence.
* Ability to travel up to 20% of the time.
King's Hawaiian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our ohana.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Food and Beverage Manufacturing
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