Technical Services Analyst

Kline Franchising, Inc.•Cornelius, NC

18d

About The Position

Burn Boot Camp is seeking a detail-oriented and technically skilled Technical Services Analyst to support our in-gym systems and core business platforms. This role ensures system accuracy, smooth operations, and a positive experience for Franchise Partners and Members. The Technical Services Analyst specializes in in-gym technology platforms, including Mindbody, DOMO, LoopSpark, and the Burn App, while also providing Tier One and Tier Two support for retail and nutrition systems. This is a critical role that helps the Technical Services team maintain system reliability, streamline processes, and support technology projects across the franchise system.

Requirements

2-4 years of experience in technical support, systems analysis, or a related role.
Proven experience managing or supporting platforms such as CRMs, POS systems, or enterprise SaaS tools.
Strong analytical and problem-solving skills with the ability to break down complex issues into actionable steps.
Excellent communication skills; capable of translating technical concepts into clear, business friendly language.
Familiarity with ITIL concepts and experience working on a structured service desk environment.
Highly collaborative with the ability to work cross-functionally across business and technical teams.
Detail oriented, process driven, and focused on delivering high quality, scalable solutions.
A passion for empowering others through technology and process improvement.

Nice To Haves

Experience using Zendesk or similar ticketing platform.
Experience with Mindbody software.
Experience with analytics or reporting tools such as DOMO.
Bachelor’s degree preferred.
Knowledge of the fitness industry or franchise systems is a plus.

Responsibilities

Provide technical support for in-gym systems and core platforms
Troubleshoot and resolve system issues for Franchise Partners and members
Serve as escalation point for complex technical cases
Maintain and improve system processes and documentation
Support technology projects and new system implementations
Assist with cross system support including retail and nutrition platforms
Serve as the lead technical contact for Burn Boot Camp operational platforms, including Mindbody, DOMO, and the Burn App.
Provide advanced troubleshooting, configuration, and process improvement across systems.
Act as a liaison for system improvements and vendor collaboration.
Respond to and resolve inbound tickets related to B2B and B2C systems and orders.
Escalate Tier 3 technical issues to the appropriate subject matter expert or vendor.
Identify recurring issues and recommend scalable, system-level solutions.
Contribute to technical documentation, SOPs, and internal knowledge bases.
Partner with HQ stakeholders to scope, test, and deploy technical projects that impact franchise operations.
Provide user feedback and ensure field-readiness for new technology rollouts.