Franchise Support Specialist (Software)

Location: Pinch A Penny - 15400 62nd Street N, Clearwater, FL 33760 You want Benefits? You’ve got it! Our generous benefits package includes:  Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs 401 (k) with generous company match Eligible for Paid Time Off and 8 paid holidays (NOTE: PTO increases with tenure!) 100% employer paid Life Insurance and Long-Term Disability Insurance Paid Parental Leave Fully Funded Tuition Education Programs Employee Stock Purchase Plan Excellent career advancement and training opportunities to support your career growth Employee Discounts and much more!

What to Expect? A skilled and customer-oriented Software Support Specialist. As a Software Support Analyst, you will be responsible for providing technical assistance and support to users of our software applications. Your expertise in troubleshooting software-related issues, delivering exceptional customer service, and ensuring user satisfaction will be vital in maintaining high-quality support for our customers.

On a daily basis our Franchise Support Specialist : Provide technical support: Respond to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction. Troubleshoot software problems: Analyze reported software issues, identify root causes, and implement appropriate solutions or workarounds to resolve problems effectively.

Document support activities: Maintain accurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool. Collaborate with cross-functional teams: Work closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements.

Conduct software testing: Participate in testing activities to identify software bugs or defects, verify fixes, and ensure the quality and reliability of the software applications. Train users: Assist customers in understanding the functionality, features, and best practices for using the software applications. Create user guides, FAQs, and knowledge base articles to facilitate self-service support for users.

Continuous learning: Stay updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions. Escalate complex issues: Collaborate with senior support analysts or development teams to escalate and resolve complex or critical software issues that require advanced technical expertise. Customer relationship management: Build positive relationships with customers, demonstrate empathy, and provide exceptional customer service throughout the support process.

Proactively contribute to improvement: Identify opportunities for process improvement, propose ideas to enhance support efficiency and customer experience, and actively participate in team meetings and discussions. What You Will Need: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). Proven work experience as a Software Support Analyst or a similar role, with a focus on troubleshooting software applications.

Strong technical skills: Proficiency in diagnosing and resolving software-related issues. Excellent problem-solving and analytical abilities: Ability to analyze complex problems, think critically, and propose effective solutions. Strong communication skills: Ability to explain technical concepts to non-technical users in a clear and concise manner, both verbally and in written form. Customer-centric mindset: Empathy, patience, and dedication to delivering exceptional customer service.

Ability to work independently and within a team, manage multiple priorities, and adapt to a fast-paced environment. Familiarity with ticketing systems, support tracking tools, and knowledg