Technical Support Specialist

United Franchise Group•West Palm Beach, FL

12d

About The Position

Exit Factor, part of United Franchise Group, is seeking a hands-on, solutions-oriented Technology Support Specialist to support a growing international franchise network. The role owns and supports technology platforms used by franchise owners, consultants, and the corporate team, including CRM systems, proprietary software, automation tools, and other business applications. The specialist supports users, coordinates with developers and technology partners, and identifies opportunities to improve systems and workflows. The position includes managing technology support requests, administering business platforms and user accounts, troubleshooting integrations and data synchronization, coordinating technology enhancements and implementations, and testing updates. It also involves developing support materials, leading user training, monitoring data integrity, exploring automation and emerging technologies, and collaborating with franchisees, internal teams, partners, and leadership to improve systems and support continued growth.

Requirements

Bachelor's degree (B.A., B.B.A., or B.S.) in Information Technology, Management Information Systems, or a related field from an accredited four-year college or university.
Three to five years of relevant experience in technical support, systems administration, technology management, or a related field.
At least two relevant technical certifications, such as CompTIA A+, Microsoft 365, Microsoft Entra ID, or HubSpot certifications.
Proven experience in technical support, help desk, or a related customer service role.
Familiarity with CRM systems, Office 365, and general technology troubleshooting.
Strong problem-solving skills and ability to adapt to different technology environments.
Excellent interpersonal and communication skills to provide clear and effective guidance.
Patience, empathy, and a customer-centric approach to franchisee and consultant inquiries.
Ability to work independently, prioritize tasks, and meet service level agreements.

Responsibilities

Serve as the primary technology resource for franchise owners, consultants, and corporate team members; manage support requests through resolution, troubleshoot issues, follow up, document findings, and escalate complex problems as needed.
Maintain support ticket records and monitor recurring issues, support trends, and resolution times to identify system and service improvements.
Administer and support business platforms, including proprietary management tools, payment processing systems, websites, CRM platforms, and other SaaS applications across U.S. and international locations.
Oversee platform configurations, updates, maintenance, and system functionality.
Manage user access and permissions, including account setup, platform provisioning, and support for new franchise office launches.
Help troubleshoot API integrations, webhooks, and data synchronization issues in coordination with vendors and development partners.
Collaborate with developers and technology partners on system enhancements, integrations, and new initiatives; translate operational needs into technical requirements, track progress, and coordinate implementations.
Test new technologies, platform updates, and system enhancements before implementation to evaluate functionality, reliability, and user experience.
Develop and maintain technology guides, tutorials, FAQs, and support resources with training and operations teams.
Lead virtual and in-person technology training for franchise owners, consultants, and internal team members.
Monitor data accuracy and synchronization across platforms and coordinate corrections with internal teams, vendors, or development partners.
Identify opportunities to streamline workflows, automate repetitive tasks, and improve efficiency; explore AI and automation tools.
Build relationships with franchise owners, consultants, internal teams, and technology partners; gather feedback and communicate recommendations to developers and leadership.
Collaborate with leadership to evaluate technology needs, prioritize enhancements, and support initiatives aligned with growth and international expansion.