Company Description
UFG, Inc.
Technical Support Advisor
Imagine a career where your passion meets purpose, and your work has a global impact. At United Franchise Group, we're not just offering jobs-we're offering the chance to be part of something bigger. We're looking for individuals who want to innovate, inspire, and lead in a company that's shaping the future of franchising worldwide.
For nearly 40 years, UFG has been at the forefront of franchising, growing from a small team to an international powerhouse with over 1800 locations in 60 countries. But we're just getting started, and we want you to be a part of our next chapter. Whether you're just starting out or looking to take your career to new heights, UFG offers positions at every level, with the tools and support to help you succeed.
Our headquarters in West Palm Beach, FL is more than just an office-it's a hub of creativity, collaboration, and community. Here, you'll find a culture that celebrates diversity, encourages innovation and rewards hard work. From day one, you'll be surrounded by people who are passionate about what they do and driven to make a difference.
This is more than a career-it's a calling. At UFG, we believe in taking care of our team as they take care of our franchisees. That's why we offer competitive pay, comprehensive benefits, and perks that go beyond the ordinary.
Are you ready to make your mark? Join us at UFG and be part of a team that's changing the world, one franchise at a time.
Job Description
United Franchise Group is seeking a dedicated individual to join our team as a Technical Support Advisor. As part of our team, you will play a crucial role in providing technical assistance and support to our network of franchisees and office managers. This is a full-time office position based in West Palm Beach, FL.
Key Responsibilities:
- Franchisee Support: Act as the primary point of contact for our franchise network agents, providing assistance and solutions for technical issues, particularly related to our WMS system.
- Troubleshooting: Identify and resolve technical issues by offering clear instructions, troubleshooting steps, and escalating issues when necessary.
- Documentation: Maintain accurate records of support requests, troubleshooting steps, and resolutions to facilitate transparency and continuous improvement.
- Data Integrity: Ensure data integrity through regular checks, validations, and resolving any database inconsistencies or errors.
- Training: Develop and deliver training materials to enhance agents understanding and utilization of our WMS system and other relevant technologies.
- Feedback Loop: Gather and convey agent feedback and recurring issues to our product development team to improve our WMS system continuously.
- Quality Assurance: Uphold service standards by delivering high-quality support, clear communication, and timely solutions.
Qualifications
- Associate Diploma or equivalent from a two-year college or technical school; or two to four years of related experience and/or training; or equivalent combination of education and experience.
- Proven experience in technical support, help desk, or a similar customer service role.
- Familiarity with CRM systems, Office365, and general tech troubleshooting.
- Strong problem-solving skills and adaptability to various technical environments.
- Excellent interpersonal and communication skills to provide clear and effective guidance.
- Patience, empathy, and a customer-centric mindset in handling agent inquiries.
- Ability to work independently, prioritize tasks, and meet service level agreements.
- Proficiency in Outlook, Active Directory, Exchange, and Office365 Administration (MS-102 Certification recommended).
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
- 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 today!
All your information will be kept confidential according to EEO guidelines.
What We Do
United Franchise Group (UFG) is an organization made up of a group of award-winning franchise brands. Our franchised concepts specialize in a number of different industries including Signs and Graphics, Promotional Products, food concepts and networking. With over 35 years of experience in the franchising industry and more than 1600 franchisees throughout the world, UFG has been a consistent industry leader throughout decades of economic change. At its foundation are three core values – keep growing, sales first; positive attitude, enthusiasm, and passion for the company; a family-owned company that operates like a family – that guides approximately 200 employees in the United States and around the world.
United Franchise Group brands and services include Signarama, the world’s largest sign and graphics franchise; Fully Promoted (formerly EmbroidMe), the world’s largest embroidery franchise; Transworld Business Advisors, a Business Brokerage, Franchise Sales and consulting franchise; John Smith Subs, a grilled steak and chicken sub franchise; Venture X, a shared office space franchise; Accurate Franchising Inc., a franchise consulting firm that helps turn existing businesses into a franchise
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