Job Summary
Provide first-level technical support and troubleshooting assistance related to Caesar Vision POS products, associated peripherals, and third-party delivery service platforms used by corporate and franchisee stores globally. This role is responsible for logging and responding to support requests, identifying and diagnosing issues, resolving routine problems, and escalating more complex incidents when appropriate. The position serves as part of a team that provides support to stores, franchisees, and delivery service partners. Key
Responsibilities
Respond to client inquiries and technical support requests related to software, hardware, and delivery service platforms. Gather information, analyze issues, and apply troubleshooting methodologies to identify and resolve problems when possible. Escalate unresolved or complex issues to appropriate support resources. Provide application and system support to end users. Follow up with customers to confirm issue resolution and satisfaction. Deliver support via phone, email, and other approved communication channels. Provide instruction and support regarding Caesar Vision peripherals and delivery service-related products. Document support requests and resolutions within the ServiceNow call tracking system. Identify and report issue trends to leadership. Support operational schedules that may include evenings, weekends, holidays, or 24x7 support coverage for international locations. Role Expectations & Competencies: Customer-focused approach with a commitment to delivering high-quality support experiences. Ability to communicate technical information clearly to non-technical users. Strong listening, questioning, and follow-up skills. Ability to remain professional when assisting frustrated or difficult customers. Effective collaboration with teammates, store personnel, franchisees, and business partners. Strong organizational skills with the ability to prioritize multiple competing tasks. Adaptability and responsiveness in a fast-paced support environment. Sound judgment regarding issue escalation and resolution ownership. Required
Knowledge, Skills and Abilities
High school diploma, GED, or equivalent. Minimum one (1) year of experience in customer service, technical support, help desk support, call center operations, or a related customer-facing environment. Ability to work assigned schedules that may include evenings, weekends, holidays, or other business-required shifts.
Preferred Qualifications
Knowledge of or experience using call center software and contact center technologies.
Experience
using ServiceNow or a similar incident management platform.
Experience
supporting point-of-sale (POS) systems.
Experience
supporting restaurant, retail, franchise, hospitality, or delivery service operations.
Experience
providing technical support in a high-volume support environment.
Working Conditions
This position may require evening, overnight, weekend, or holiday coverage to support domestic and international operations. Work is typically performed in an office or remote support environment and involves prolonged use of computers, telephones, and related technologies. This position may require participation in rotating support schedules. Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Blue Line Distribution. Blue Line Distribution is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested. This company participates in E-Verify. Click on any of the links below to view or print the full poster. E-Verify and Right to Work. PRIVACY POLICY At Little Caesars® Pizza and Blue Line Foodservice Distribution ®, you’re part of a dynamic team in the pizza business. Known for innovation and home of the exclusive Pizza Portal® pickup, Little Caesars is an international brand with a household name – a global company with family-owned restaurants in your neighborhood. Blue Line® sources and delivers ingredients to neighborhoods throughout the U.S. so we can make our famous Hot-N-Ready® pizzas, Crazy Bread®, Caesar Wings®, and more, fulfilling our customer promise. Little Caesars Fundraising proudly helps raise millions of dollars for thousands of schools, churches, sports teams, and other nonprofit organizations. Backed by the global pizza brand, customers of Little Caesars Fundraising enjoy products they can make at home or pick up in stores. Our colleagues are the heart and soul of the business – whether you work in the stores, one of our warehouses, the corporate office, or your home office, Little Caesars, Blue Line and Little Caesars Fundraising colleagues work together to make a big impact in communities around the world. Let’s connect! Share your contact info and upload your resume so we can match you with the perfect role at Little Caesars or Blue Line. Full time colleagues qualify for a variety of benefits, including medical, dental, and vision insurance, 401(k) with company match, paid holidays and paid time off, legal and counseling services, flexible spending accounts, disability and adoption benefits, and more. Colleagues also enjoy the perks of being associated with professional sports teams and have access to events at Little Caesars Arena and Comerica Park in our hometown of Detroit, Michigan.