Technical Support Advisor - Exit Factor

Company Description

UFG, Inc.

Technical Support Advisor - Exit Factor

Exit Factor is looking for an organized and customer-focused Technical Support Advisor to serve as the primary point of contact for both franchisees and consultants in need of technical assistance. In this role, you will provide essential support for a variety of tech-related issues, with a focus on CRM systems, email account setup, and troubleshooting. Your goal is to deliver effective solutions and guidance that ensure seamless operations and high customer satisfaction.

Exit Factor is part of United Franchise Group and Starpoint Brands. UFG is the umbrella company to a successful group of the world’s largest business-to-business franchise systems. Our franchised concepts specialize in personalized business services including signs, promotional products, retail food, co-works, business brokerage, and business consulting. With nearly 40 years in the franchising industry and more than 1800 franchisees throughout the world, UFG offers unprecedented leadership and solid business opportunities for entrepreneurs. Exit Factor is our newest business consulting franchise brand and specializes in coaching and consulting for business owners to help prepare their companies for sale.

Top Five Reasons YOU Should Work at United Franchise Group

1. We encourage and help people become successful entrepreneurs to enhance their lives and the communities around them.
2. Our team consists of people who are zealous about growing personally and professionally.
3. We are made up of positive, enthusiastic, and passionate people who work hard and play hard.
4. We are a family-owned company that functions like a family, quirks and all!
5. It’s our mission to provide the best customer service to our franchisees across the globe. When they are successful, we are successful!

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.

Qualifications

• Bachelor's degree (B. A., B.B.A., or B.S.) or equivalent from four-year college or university; or Associate's degree (A. A. or A.S.) or equivalent from two-year college or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.
• Proven experience in technical support, help desk, or a related customer service role. Familiarity with CRM systems, Office365, and general tech troubleshooting.
• Strong problem-solving skills and the ability to adapt to different tech environments.
• Excellent interpersonal and communication skills to provide clear and effective guidance.
• Patience, empathy, and a customer-centric mindset when dealing with franchisee and consultant inquiries.
• Ability to work independently, prioritize tasks, and meet service level agreements.

Additional Information

Once you become part of our amazing team of winners you’ll enjoy:

• Competitive compensation 
• Comprehensive training to hone your skills at our headquarters
• Travel opportunities
• Gym amenities
• Medical, Dental, Vision, and Life insurance coverage
• Short- and Long-term disability insurance
• Generous time off and paid holidays
• 401(k) plan with company match
• Social gatherings and team building activities
• Leadership workshops for personal development
• Recognition for our top performers
• Philanthropy – a chance to give back to the community

Join us at United Franchise Group – a global leader for entrepreneurs!

Apply now!

All your information will be kept confidential according to EEO guidelines.