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Technical Support Advisor - Exit Factor

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United Franchise Group

2024-11-06 16:44:51

Job location West Palm Beach, Florida, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

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.

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