Franchise Support Specialist; Software

Location:

Pinch A Penny - 15400 62nd Street N, Clearwater, FL 33760

You want Benefits? You’ve got it! Our generous benefits package includes:

• Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs
• 401 (k) with generous company match
• Eligible for Paid Time Off and 8 paid holidays (
  
  NOTE:
  
  PTO increases with tenure!)
• 100% employer paid Life Insurance and Long-Term Disability Insurance
• Paid Parental Leave
• Fully Funded Tuition Education Programs
• Employee Stock Purchase Plan
• Excellent career advancement and training opportunities to support your career growth
• Employee Discounts and much more!

A skilled and customer-oriented Software Support Specialist. As a Software Support Analyst, you will be responsible for providing technical assistance and support to users of our software applications. Your expertise in troubleshooting software-related issues, delivering exceptional customer service, and ensuring user satisfaction will be vital in maintaining high-quality support for our customers.

On a daily basis our Franchise Support Specialist:

• Provide technical support:
  Respond to customer inquiries and issues regarding software applications promptly and professionally, ensuring a high level of customer satisfaction.
• Troubleshoot software problems:
  Analyze reported software issues, identify root causes, and implement appropriate solutions or workarounds to resolve problems effectively.
• Document support activities:
  Maintain accurate records of customer interactions, support tickets, and resolutions provided using a ticketing system or support tracking tool.
• Collaborate with cross-functional teams:
  Work closely with software developers, quality assurance testers, and product managers to report and track software issues, suggest improvements, and contribute to product development and enhancements.
• Conduct software testing:
  Participate in testing activities to identify software bugs or defects, verify fixes, and ensure the quality and reliability of the software applications.
• Train users:
  Assist customers in understanding the functionality, features, and best practices for using the software applications.
• Create user guides, FAQs, and knowledge base articles to facilitate self-service support for users.
• Continuous learning:
  Stay updated with the latest software releases, industry trends, and emerging technologies to enhance support capabilities and provide efficient resolutions.
• Escalate complex issues:
  Collaborate with senior support analysts or development teams to escalation and resolve complex or critical software issues that require advanced technical expertise.
• Customer relationship management:
  Build positive relationships with customers, demonstrate empathy, and provide exceptional customer service throughout the support process.
• Proactively contribute to improvement:
  Identify opportunities for process improvement, propose ideas to enhance support efficiency and customer experience, and actively participate in team meetings and discussions.

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven work experience as a Software Support Analyst or a similar role, with a focus on troubleshooting software applications.
• Strong technical skills:
  Proficiency in diagnosing and resolving software-related issues.
• Excellent problem-solving and analytical abilities:
  Ability to analyze complex problems, think critically, and propose effective solutions.
• Strong communication skills:
  Ability to explain technical concepts to non-technical users in a clear and concise manner, both verbally and in written form.
• Customer-centric mindset:
  Empathy, patience, and dedication to delivering exceptional customer service.
• Ability to work independently and within a team, manage multiple priorities, and adapt to a fast-paced environment.
• Familiarity with ticketing systems, support tracking tools, and knowledge base platforms.
• Experience in software testing or quality assurance is a plus.

Looking to work for the best in the industry? Since opening its first store in 1975, Pinch A Penny, A POOLCORP Company, has become the largest franchised retail pool, patio and spa company. This first store evolved into a full-time, full-service retail pool supply store offering everything needed to operate and enjoy a swimming pool or spa. With our rapid growth we have been able to hire over 300 employees from Marketing directors, sales associates to…