Experience Level: 1 Year or less

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Gina Dunn

12 days ago

Franchise Support Specialist - Remote (East Coast)

Company: Mathnasium

Location: Remote

Compensation: $55,000 - $65,000/yr

Job Description: Team Summary

At Mathnasium, the core of our business is built around the success of our franchisees. As such, the role of the Support team is to help our franchisees resolve any problem that impedes the daily operation of a Mathnasium Learning Center and lead them in the right direction in accessing and understanding our systems, tools, and resources.

This role is remote and intended for candidates residing and working on the East Coast. Compensation reflects the cost of labor in that region.

Role

A Support Specialist accomplishes the above-stated goals by completing the duties listed below, as well as any other company supporting activities. Duties include:

Manage incoming cases via email, phone, screen shares, and chat within the committed timelines
Ensure timely resolution of assigned cases following company SLAs, 5-hour response time for high priority tickets, 24-hour response time for all others, and an average case resolution rate of 3 days from open date
Use a helpful tone, explain all action steps or recommendations, and confirm resolution with franchisees
Build sustainable relationships and trust with franchisees through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Keep thorough records of franchisee interactions
Meet personal service level targets and quotas
Work collaboratively with the team to meet team goals and improve processes
Manage the systems set-up and modifications based on changes to the center lifecycle
Coordinate with respective departments and vendors in addressing identified backend issues

Competencies/Skills

WORK ENVIRONMENT

This position is a remote, work-from-home role. The employee is expected to maintain a dedicated workspace that is free from distractions and conducive to performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
The noise level in the work environment is typically quiet to moderate, depending on the employee’s home setup. Employees are expected to have reliable internet access and maintain professional conduct during virtual meetings and communications.
The duties listed above are intended to illustrate the general scope and responsibilities of the position. Other related duties may be assigned as needed.
This job description does not constitute an employment agreement and is subject to change as the needs of the organization and requirements of the role evolve.