Description

Who is FranConnect?

FranConnect is the leading enterprise software provider for franchise and multi-location businesses. For 25+ years, the FranConnect AI-powered platform has served as the backbone for sales, operations, and marketing for over 1,500 brands and one million locations worldwide. Iconic brands such as Bojangles, Capriotti’s, Gold’s Gym, Neighborly, and Papa John's rely on FranConnect to expand locations, streamline unit operations, enhance collaboration, and improve profitability. Backed by private equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia, and Canada. For more information on FranConnect, visit www.franconnect.com. 

Why Join Us

At FranConnect, we believe that great companies are built on great cultures. Our team is passionate, collaborative, and driven by a shared mission: to empower franchise and multi-location businesses with the tools they need to thrive. We foster an environment where innovation, transparency, and continuous learning are at the core of everything we do. Employee growth and well-being matter to us, and we take pride in cultivating a workplace where every voice is heard, ideas are valued, and contributions make a real impact. 

Joining FranConnect means being part of a company that not only values its people but also plays a crucial role in shaping the future of franchising and multi-location businesses. If you’re looking for a place where you can grow, contribute meaningfully, and be part of something bigger, we’d love to have you on our team!

Principal Duties & 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.

Requirements

We are considering candidates both local to our Virginia HQ and those who are based on the west coast due to the shift assigned to this role. This role will be require to work a 10 AM to 7 PM EST shift with a 60-minute break built-in.

 Minimum Requirements:

• 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-d0 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

Additional Experience Desired:

• 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