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Franchise Support Specialist - Remote (East Coast)
Franchise Support Specialist - Remote (East Coast)Mathnasium • Port Saint Lucie, FL, US
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Franchise Support Specialist - Remote (East Coast)

Franchise Support Specialist - Remote (East Coast)

Mathnasium • Port Saint Lucie, FL, US
30+ days ago
Job type
  • Full-time
  • Remote
Job description

Franchise Support Specialist - Remote (East Coast)

At Mathnasium, the core of our business is built around the success of our franchisees. As such, the role of the Support team is to help our franchisees resolve any problem that impedes the daily operation of a Mathnasium Learning Center and lead them in the right direction in accessing and understanding our systems, tools, and resources.

  • This role is remote and intended for candidates residing and working on the East Coast. Compensation reflects the cost of labor in that region.

Role

A Support Specialist accomplishes the above-stated goals by completing the duties listed below, as well as any other company supporting activities. Duties include :

  • Manage incoming cases via email, phone, screen shares, and chat within the committed timelines
  • Ensure timely resolution of assigned cases following company SLAs, 5-hour response time for high priority tickets, 24-hour response time for all others, and an average case resolution rate of 3 days from open date
  • Use a helpful tone, explain all action steps or recommendations, and confirm resolution with franchisees
  • Build sustainable relationships and trust with franchisees through open and interactive communication
  • Provide accurate, valid, and complete information by using the right methods / tools
  • Keep thorough records of franchisee interactions
  • Meet personal service level targets and quotas
  • Work collaboratively with the team to meet team goals and improve processes
  • Manage the systems set-up and modifications based on changes to the center lifecycle
  • Coordinate with respective departments and vendors in addressing identified backend issues

    • Competencies / Skills

    Customer Interaction | Customer Support | Product Support | Remote Support | Technical Support | Phone Support | Tier 1 Support | Customer Relationship Management (CRM) | Communication | Multitasking | Organization | Detail Oriented | Problem Solving | Adaptability | Quick-Learner | Eager Learner | Can Do Attitude | Google Suites | Learning Management Systems (LMS) | Salesforce | Payment Management Software | Accounting Software | Franchising

    Work Environment

  • This position is a remote, work-from-home role. The employee is expected to maintain a dedicated workspace that is free from distractions and conducive to performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
  • The noise level in the work environment is typically quiet to moderate, depending on the employee's home setup. Employees are expected to have reliable internet access and maintain professional conduct during virtual meetings and communications.
  • The duties listed above are intended to illustrate the general scope and responsibilities of the position. Other related duties may be assigned as needed.
  • This job description does not constitute an employment agreement and is subject to change as the needs of the organization and requirements of the role evolve.

    • Work Schedule

  • 8 hour shift
  • Monday to Friday
  • Weekend availability
  • Overtime
  • Day shift

    • Supplemental Pay

  • Bonus pay

    • Benefits

  • Paid time off
  • Health insurance
  • Vision insurance
  • Life insurance
  • Disability insurance
  • Dental insurance
  • Flexible schedule
  • 401(k) matching
  • 401(k)
  • Referral program
  • Employee discount
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    Support Support Remote • Port Saint Lucie, FL, US

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