Technical Support Specialist at Crumbl

Franchise Support and Quality is a team in the Field Operations department. We provide support to Crumbl franchise locations by making it easy for Owners, Operators, Managers, and Crew Members to get answers, solve problems, and identify opportunities. We measure success by the speed, accuracy, and experience we provide.The services we offer include general operational support, cookie support, tech support, supply chain support, and quality assurance. We focus on modeling exceptional hospitality, upholding Crumbl policies with empathy, and continuous improvement to make things better for today—and where Crumbl is headed tomorrow. If you are passionate about joining a top tier team that focuses efforts on helping franchise locations make the best box of cookies in the world, this position is for you.The Tech Support Specialist I is responsible for providing technical product support to Crumbl Franchise locations, including remotely troubleshooting software, coordinating hardware installation, and supporting end-users of varying technical expertise (via support tickets).

Duties and Responsibilities

Provide an effortless customer experience through a support ticket or phone response to make it easy for Crumbl locations to get answers and solve problems

Utilize ticketing system to communicate and thoroughly document issues and opportunities

Manage ticket queue daily to make sure all tickets are updated and resolved effectively

Diagnose and troubleshoot simple and complex issues for both Crumbl store hardware and software by utilizing all available resources provided

Refer to established recommendations for technical product support and escalate complex issues as needed to higher-level technical product support specialists or management

Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles

Follow all Standard Operating Procedures

Advocate for Crumbl store locations and own issues until completion

Maintain Crumbl Ops and business acumen by attending team trainings to adequately support platforms and stores

Support and meet team goals for response times, accuracy, and experience metrics

Contribute to an inspiring team environment with an open communication culture

Adhere to published work schedule and maintain excellent attendance

Demonstrate relentless teamwork through collaboration on team projects and initiatives

Regularly attend 1:1s with manager to review performance and make professional developmental goals

Qualifications

High school diploma or equivalent required. 

General interest in technology.

Basic knowledge of Crumbl’s products/services preferred, but not required.

Excellent verbal and written communication skills. 

Self-motivated and able to work in autonomy.

Ability to multitask and manage time efficiently.

Understand common troubleshooting methods.

Ability to think critically to discover and solve complex problems.

Experience in either customer service or tech support (preferred).

Familiarity with Apple products (preferred).

Willing to work variable shifts including evenings, weekends, and public holidays.

Maintain a positive attitude and have the ability to handle change with professionalism and authenticity.

Working Conditions

Working environment is generally an office setting utilizing a laptop, phone, and other required office equipment. Work environment contains multiple shifts. Must work in the office on shifts occurring between 9am – 5pm. Shifts being worked during 5am – 9am and 6pm – 1am may receive the option to work from home. Exposure to mechanical and electrical hazards is associated with all shifts.

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