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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 in Minneapolis, MN with potential to be hired on permanenty. 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
- 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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