Role Overview
As a Software Support Specialist, you'll deliver remote technical assistance to franchisees and customers, focusing on identifying and resolving software-related challenges primarily via phone. You'll operate from a virtual home office, ensuring timely and accurate support while maintaining a high standard of service.
Key Responsibilities
- Respond to an average of 24 inbound calls daily, addressing technical inquiries from franchisees and customers
- Diagnose and resolve software issues remotely, using clear and concise communication
- Use remote desktop tools to securely connect to user systems for troubleshooting and updates
- Test upcoming software releases ahead of deployment to support smooth transitions
- Support migration efforts by mastering legacy and current Point of Sale (MBA) platforms
- Grant and manage access to internal systems through intranet account administration
- Participate in monthly on-call rotations to assist outside standard business hours
- Interpret customer, product, and shipment data quickly and accurately during support sessions
- Apply active listening and empathy when handling complaints, ensuring professional resolution
Required Qualifications
- Proven experience with Windows 10/11 operating systems and PC hardware troubleshooting
- Hands-on familiarity with remote support tools and screen-sharing applications
- Working knowledge of SQL environments such as SQL Management Studio, used for support purposes
- Ability to learn proprietary software quickly, including legacy and current systems
- Strong verbal and written communication skills, especially in explaining technical processes to non-technical users
- Patience and professionalism when guiding users through repeated troubleshooting steps
Preferred Skills
- Exposure to or familiarity with Flutter development framework
Technical Environment
You’ll work across a range of systems including Windows OS, PC hardware, AS400, web platforms, CRM tools, intranet and internet services, SQL, Mongo, and Flutter.
Compensation & Benefits
- Competitive salary and Employee Stock Purchase Plan
- Comprehensive health coverage: medical, dental, vision, life, and disability insurance
- 401(k) savings plan and tuition reimbursement
- Paid time off and wellness-focused programs
- Discounts on tools and partner offerings
- Access to learning platforms and career development across a global organization
- Opportunities to engage in volunteerism and sustainability initiatives
Work Environment
This role operates in a virtual home office setup, offering flexibility while requiring consistent productivity. You’ll be part of a globally distributed team, collaborating across digital platforms to support business-critical systems.
Company Culture
The organization values integrity, excellence, and a commitment to improving the lives of those who build and maintain the world. Teams are diverse, performance-driven, and united by a shared purpose. Respect for different perspectives and inclusive collaboration are central to daily operations. The environment balances professionalism with a positive, engaging atmosphere.
Equal Employment Opportunity
All qualified applicants will be considered without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.
