Job Description

Job Responsibilities:

• Client Engagement: Act as the primary point of contact for our franchise network owners and consultants, providing expert assistance and guidance regarding our CRM system and resolving any technical challenges they may face.
• Technical Troubleshooting: Identify and resolve technical issues efficiently by delivering clear instructions and effective problem-solving. If necessary, escalate complex issues to higher levels of support for resolution.
• Documentation Management: Keep detailed records of all support requests, troubleshooting actions, and resolutions to promote transparency and continuous improvement in our support processes.
• Data Quality Assurance: Conduct regular checks and validations to maintain data integrity within our systems, addressing any inconsistencies or errors promptly.
• Training Development: Create and deliver training materials designed to enhance consultants' understanding and utilization of our CRM system and related technologies. Lead virtual and in-person training sessions for franchisees and consultants; must be comfortable with public speaking and training.
• Feedback Mechanism: Gather feedback from consultants and track recurring issues to relay to our product development team, contributing to the ongoing enhancement of our CRM system.
• Quality Assurance: Uphold high service standards by ensuring clear communication, timely solutions, and a commitment to quality support.
• Relationship Building: Establish strong working relationships with franchisees and consultants and collaborate effectively with professionals, including software developers.
• Technology Assessment: Test and evaluate new technologies to ensure they meet our operational needs.
• Application Support: Assist with the rollout of new and existing applications, ensuring a smooth transition and user experience.
• User Account Management: Set up new user accounts and profiles and address any password-related issues.

Qualifications

• Bachelor's degree (B. A., B.B.A., or B.S.) or equivalent from four-year college or university; or Associate's degree (A. A. or A.S.) or equivalent from two-year college or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.
• Proven experience in technical support, help desk, or a related customer service role. Familiarity with CRM systems, Office365, and general tech troubleshooting.
• Strong problem-solving skills and the ability to adapt to different tech environments.
• Excellent interpersonal and communication skills to provide clear and effective guidance.
• Patience, empathy, and a customer-centric mindset when dealing with franchisee and consultant inquiries.
• Ability to work independently, prioritize tasks, and meet service level agreements.

Additional Information

Once you become part of our amazing team of winners you’ll enjoy:

• Competitive compensation
• Comprehensive training to hone your skills at our headquarters
• Travel opportunities
• Gym amenities
• Medical, Dental, Vision, and Life insurance coverage
• Short- and Long-term disability insurance
• Generous time off and paid holidays
• 401(k) plan with company match
• Social gatherings and team building activities
• Leadership workshops for personal development
• Recognition for our top performers
• Philanthropy – a chance to give back to the community

** Join us at United Franchise Group – a global leader for entrepreneurs!**

** Apply now!**

All your information will be kept confidential according to EEO guidelines.