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Location: Minneapolis, MN (Hybrid – 1 day/week in office)
Pay: $25/hour
Contract Duration: Through the end of 2025 (with potential for permanent hire)
About the Role
Beacon Hill’s client in Minneapolis, MN, is seeking a Help Desk Support Representative to provide top-tier support to store leaders, franchise owners, and field teams. This role is critical in ensuring smooth day-to-day operations by troubleshooting technical issues, resolving store inquiries, and streamlining processes.
This is an exciting contract opportunity that is hybrid position in Minneapolis, MN. This position requires one in-office day per week (Tuesdays). Parking reimbursement of up to $16/day is available.
Key Responsibilities
Frontline Store & Franchise Support
- Act as the first point of contact for store leaders and franchise teams, addressing operational issues and system inquiries.
- Provide expert assistance on troubleshooting, navigation, and business processes.
- Work cross-functionally with internal teams to ensure timely resolution of escalated issues.
Technical & Customer Assistance
- Support store teams with system troubleshooting, mobile app guidance, and device connectivity (e.g., Bluetooth setup for hearing aids).
- Maintain accurate documentation of all interactions and resolutions in ticketing/workflow systems (Salesforce, ServiceNow, etc.).
Process Improvement & Operational Support
- Identify common pain points and recommend solutions to enhance efficiency.
- Assist with new initiative rollouts and ensure a smooth transition into standard operations.
What You Bring
✔ Experience in customer support, call centers, or help desk roles
✔ Strong technical troubleshooting skills (comfortable with system navigation and app support)
✔ Professional communication skills with the ability to engage with franchise owners and store teams
✔ Ability to multitask and prioritize efficiently in a fast-paced environment
✔ Familiarity with ticketing/workflow systems like Salesforce or ServiceNow is a plus
✔ Proficiency in Microsoft Office 365
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