Franchise Support Specialist
Franchise Support Specialist
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Job Description
HYBRID WORK ENVIRONMENT
Vancouver-based and Toronto-based team members work in-office every other week (TuesThurs). Core attendance is required from 9 AM 3 PM on these days to support business priorities.
A DAY IN THE LIFE
- Ownership and coordination of ticket request lifecycle acting as a single point of contact for all requests from the 1-800-GOT-JUNK franchise system and relevant PIPEline-related requests from 1-800-GOT-JUNK Staff.
- Provide exceptional customer service by fostering a welcoming positive attentive and proactive relationship with users and ensuring accurate consistent and timely tickets being created as needed.
- Timely response and achievement of SLAs on all requests coming through supported Franchise Support team channels including tickets and phone.
- Escalate high-priority requests to supporting teams for resolution and critical information to leadership as necessary.
- Provide incident management escalation and support for the franchise system.
- Provide operational analysis for innovation and continuous improvement of Franchise Support team practices.
- Support documentation management and knowledge base practices within the team.
- Provide subject matter expertise on the Franchise system support process/needs and Salesforce application processes.
- Support the franchise system with change management during the scaling of operational-related initiatives/projects led by the Junktion as applicable.
- Read and understand all franchise-related release notes and technology change communications to ensure current knowledge of all systems.
WHAT YOU BRING TO THE TABLE
- Previous experience in technical support or customer service; Salesforce knowledge is an asset.
- Strong problem-solving communication and organizational abilities.
- Passion for providing exceptional service and building positive user relationships.
- Ability to manage multiple priorities in a fast-paced environment and navigate change.
- Familiarity with technology support processes and eagerness to learn new systems.
COMPENSATION & BENEFITS
- Salary range: $45000 $50000 per annum (Actual salary offered will be commensurate with education experience and internal parity).
- The Total Compensation Package includes Extended Health Dental. Focus on your development through our professional development programs. Enjoy a variety of health and wellness initiatives including access to gym facilities at our corporate head office. Speak to us to learn more about what we offer.
THE HIRING PROCESS
- Pre-Screen Lets talk about your experience goals & excitement for this role!
- Interviews Two or more interviews with different team members including structured competency & scenario-based questions
- We use audio recording transcription for our interview practices
ABOUT US
Did you know O2E Brands has been voted one of the Best Workplaces in Canada 15 times! Take a sneak peek into why that is here: (YouTube) Check us out on social! At O2E Brands we know that great talent comes in many forms and we want to meet you at your best. We will provide reasonable accommodations to applicants with disabilities at any time throughout the recruitment and selection process. Please contact our Talent Acquisition Team at or notify the Talent Acquisition team member you are working with if unique arrangements will enable your equal participation.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
