FranConnect · 11 hours ago
Customer Support Specialist
Herndon, VA
Full-time
Onsite
Entry, Mid Level
1+ years expFranConnect is the leading enterprise software provider for franchise and multi-location businesses, seeking a Customer Support Specialist to enhance their customer service operations. The role involves responding to technical support requests, diagnosing issues, and managing customer relationships to ensure timely resolutions.
Information TechnologySoftware
Responsibilities
Respond to incident and request escalations from the Help Desk and provide technical assistance to end users
Diagnose complex technical issues and involve appropriate resources to speed up problem resolution
Provide follow-up status to end users in accordance with specified support policies and procedures
Manage queue of issues, response times, and maintain high touch with each inquiry
Work with tier 2 support to escalate issues, managing the priority and the proposed resolution times of those issues
Track, manage, and report upon workloads, ticket patterns, and customer feedback
Maintain customer relationships and initiate requests for conference meetings when appropriate to resolve issues in a timely manner
Maintain and improve knowledge of company-supported tools, applications and reporting tools
Increase personal knowledge of company's business environment with the goal of improving overall business alignment. Log all incoming incidents and requests as well as actions taken to resolve them
Qualification
Required
1-5 years of experience in a customer support, help desk, or technical support role; experience supporting enterprise-level software solution a huge plus
Experience working with complex applications, preferably web-based
A collaborative nature with a can-do attitude and thrives working in a team-based environment
Strong written and oral communication skills
Ability to work cooperatively and openly in a team environment
Ability to work under pressure while remaining calm with a professional demeanor
Comfortable navigating ambiguity, demonstrating a positive approach to change with the ability to adapt and remain effective in evolving environments
Preferred
Good understanding of high-level internet concepts – HTTP, DNS, email/spam prevention, etc
Prior experience with database-heavy applications
Experience working with offshore engineering teams in India is a major plus
Company
FranConnect
FranConnect is the #1 provider of Franchise Management Systems with the most comprehensive franchising solution on the Planet!
201-500 employees
H1B Sponsorship
FranConnect has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2022 (1)
2021 (3)
Funding
Current Stage
Growth StageTotal Funding
unknown2017-05-26Debt Financing
2014-11-13Series Unknown
Leadership Team
Gabby Wong
CEO
Andrew Jackson
Chief Technology Officer
Recent News
2025-11-03
Company data provided by crunchbase