Job Description

Position Summary

The Franchise Support Specialist is responsible for providing top-notch customer service and support to the entire MaidPro organization for all technical support inquiries and general Tier 1 service requests. This position is required to have frequent contact and interaction with MaidPro Franchisees, their Office Employees, and Home Office Staff.

-- *Note - This position is based at the MaidPro Corporate Office in Boston, MA.  LOCAL CANDIDATES ONLY --

Key Responsibilities include:

  • Ensure users / franchisees are provided professional, courteous, and timely support and service via incoming support calls, emails, and related communications (cases).
  • Respond to all support inquiries and take ownership of cases of varying severity.
  • Effectively manage the resolution of all cases within accepted service levels.
  • Collaborate with Technology, internal departments, and the franchisee community to determine and provide solutions.
  • Troubleshoot technical issues and create detailed defect and issue reports to be handled by the Engineering team.
  • Conduct 1:1 user training,—teaching best practices for daily operations—on an as-needed basis.
  • Participate in producing training materials for new and existing software features.
  • Serve as a liaison to Engineering team by resolving technical issues, technical infrastructure support, and systems maintenance to provide root cause analysis and recommendations to quickly resolve issues.
  • Assist in quality assurance testing and feature sign-off for deployment ready status.
  • Participate in stages of the development cycle as defined by Engineering team.

Skills / Requirements

  •   Excellent communication (written and oral), presentation, and interpersonal skills.
  •   Thorough, detail-oriented, and analytical.
  •   Comfortable & Skilled with technology tools and systems.
  •   Ability to teach with patience.
  •   Team-centered approach and excellent collaboration skills.
  •   Strong sense of personal accountability; comfortable taking ownership of tasks and ability to work with resources at multiple levels across the organization to drive results.
  •   Passion for learning new things.