Technical Support Specialist Jobs

Position Overview:
The Technical Support Specialist is the first level of support between franchise operations and the Information Technology department. They will provide direction and technical support to franchise operations regarding technology advancements. This person will support, educate, guide, and encourage franchise owners to increase their understanding of but not limited to Point of Sales, Email, and CRM systems. This person will interact with business leadership and stakeholders to identify business needs, objectives, scope of work, timelines, and risks. This position provides an effective evaluation of end-user customer needs and in all cases, uses good judgment and timeliness in responding to and resolving each issue.
Primary Responsibilities:

• Respond to support requests via phone, email, or chat while ensuring that support requests are resolved promptly in accordance with company SLAs.
• Support all internal and external customers with technical training, knowledge, and expertise.
• Interface with others in a professional manner and be a trusted go-to person.
• Serve as the point person for any software/system migrations for the ShelfGenie Brand.
• Involve other team members to establish best practices/decisions while creating SOPs
• Maintain confidentiality of personal information.
• Help support the brand by providing educational and training materials on best practices for all software features and enhancements.
• Attend and/or conduct regular training webinars based on business demand.
• Successfully communicate and work with brand presidents, officers, external contacts, and internal departments to perform responsibilities.
• Actively communicate with brands and vendors to build and maintain strong strategic relationships within the scope of work.
• Act as the technical expert and technical point of contact for the ShelfGenie Brand.
• Act as a brand partner while providing thought leadership in enabling the business strategy through software utilization.
• Assess the need for software feature enhancements and assist with testing and/or documentation of new products or enhancements.
• Coordinate, set up, and onboard new owners onto all platforms.
• Interface with others in a professional manner and be a trusted go-to person.
• May be required to host orientation and/or training sessions for new franchisees and or franchise business coaches.
• Provide on-call support for IT issues during non-business hours

Required Attributes:

• Ability to work well with others
• Diagnostic and analytical skills in software, with the ability to troubleshoot issues.
• Strong communication skills, both written and oral
• Strong customer focus; service-oriented attitude
• Ability to multitask - Sense of urgency; maintain a positive attitude
• Highly organized and detail-oriented.
• Excellent virtual and in-person meeting presence with organized follow-up skills
• Ability to be proactive and able to take direction and establish ownership/management of projects
• Ability to work well with minimal supervision
• High computer literacy including strong experience with Microsoft Word, PowerPoint, Excel, and Outlook is required.

Education & Experience:
Education: High School Diploma or equivalent; Associate Degree Preferred
Experience:

• QuickBooks Online (Preferred)
• Prior business management software (Proofhub, Flodesk, HubSpot, etc.) experience is a plus
• Previous experience dealing with customers
• Windows Environments (XP, Vista, 10 &11), Mac OSX, Web browsers (Google Chrome, Mozilla Firefox, Safari) and their basic settings/options
• CRM application experience is a plus

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.
Brand:
Shelf Genie