Answer on average 24 inbound calls per day from Franchisees and Customers
Work productively, efficiently, and effectively in a virtual, home office environment
Utilize internal systems such as Windows OS and PC hardware / AS400 / Web / Customer Relationship Management / Intranet and Internet systems, as well as SQL and Mongo; familiarity with Flutter is a plus
Diagnose and resolve issues over the phone; utilize shareware programs to direct-connect remotely to a caller’s PC to assist with repairs and updates
Test software in advance of new version updates
Learn current and previous Point of Sale software (MBA) to assist Franchisees during platform transitions
Service customers outside of normal business hours during rotating on-call responsibilities (approximately 1 time per month)
Administer accounts on Intranet sites providing users with access
Handle complaint resolution competently by demonstrating the ability to openly listen, ask clarifying questions, relate empathetically, and respond in a professional way
Quickly interpret customer, product, and shipment information and demonstrate strong customer service skills while on the phone

Advanced experience working with Windows operating systems (Windows 10/11) and PC hardware
Experience with proprietary software or demonstrated ability to learn software applications quickly
Experience using SQL tools/environments (ex: SQL Management Studio) and comfort working around databases
Strong customer service skills (phone and written) and superior follow-up habits
Excellent communication skills, including the ability to explain technical steps clearly and succinctly to non-technical users
Patience and professionalism when coaching Franchisees and Customers through troubleshooting steps multiple times when needed

Software Support Specialist

Key skills