Technology Success Specialist

Technology Success Specialist

Our client is a growing franchisor supporting more than 300 locations nationwide. They are seeking a Technology Success Specialist to support the rollout of a new mobile platform and improve the overall technology experience for franchise owners.

This is not a traditional help desk role. The right person will resolve issues, educate users, identify recurring problems, and find ways to make support faster and more scalable through better documentation, automation, and AI tools.

Responsibilities:

• Support franchise owners using a new mobile business platform, Microsoft 365, Salesforce, and other applications
• Own support requests from initial contact through resolution
• Diagnose whether an issue is technical, process-related, or a user training need
• Proactively connect with franchise owners by phone or screen share when email is not effective
• Create help articles, FAQs, and other user-friendly resources
• Identify recurring issues and recommend process improvements
• Partner with Product, Development, Operations, and Training during technology rollouts
• Respond with urgency when system issues impact a franchise owner's ability to serve customers

Qualifications:

• Experience supporting SaaS platforms or business applications
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to learn new technology quickly and manage issues independently
• Microsoft 365 experience required
• Salesforce, Zendesk, franchise, automation, or AI tool experience is a plus

This is an excellent opportunity for someone who enjoys solving problems, working directly with users, and improving how technology support is delivered across a growing organization.

Occasional evening or weekend availability may be required for urgent issues or major technology rollouts.