Customer and Desktop Support Specialist

Company: Scenthound Franchising
Location: Jupiter
Posted on: March 18, 2023

Job Description:

Scenthound is the first membership-based franchise providing affordable and accessible wellness-focused dog care. Dogs need consistent care to keep all their parts healthy, from their Skin and Coat to their Ears, Nails, and Teeth (S.C.E.N.T.). At Scenthound we're committed to providing every dog with the care necessary to help maintain their health and keep them clean and happy. Founded in 2015 and Franchising since 2019, our revolutionary concept, technology-driven strategy, and proven model are fueling rapid nationwide growth. With 40 locations through the end of 2022 and on pace for 100 stores by the end of 2023, Scenthound is establishing itself as the preeminent solution for routine and preventive dog care.
JOB SUMMARY Reporting to the Chief Technology Officer, the Customer and Desktop Support Specialist is responsible for responding to and fulfilling support requests submitted by corporate and franchise users as well as customers. Requests from franchisees constitute the majority of the requests and cover support areas such as location and user setup, questions about and errors with the MyTime point of sale system, and support managing memberships and appointments. Requests from customers cover password reset requests and questions with booking appointments and their memberships. Requests from corporate users cover user setup, software configuration, training, network support, device support (laptop, desktop, Windows, Mac), printer setup and general troubleshooting.
DUTIES & RESPONSIBILITIES
- Respond to support requests within service levels for each support stakeholder: Customer, Franchisee, and Corporate user - Categorize support requests by subject area and issue area for weekly support trend reporting - Develop Tier 1 subject matter expertise in Zoho and MyTime - Maintain and update service levels as new support areas emerge - Configure laptops, desktops, and peripherals for new corporate team members - Update and maintain existing inventory of Mac Minis for use in corporate retail locations (RAM and SSD upgrades, OS refreshes, etc.) - Support users' ad hoc technical needs
EDUCATION & EXPERIENCE - BA/BS degree; or equivalent related work experience - 2-4 years of demonstrated experience with working in or managing a customer support team - Experience with any of Scenthound's core tools: Office 365, Zoho, MyTime, SquareSpace, etc. - Comfortable with and experienced in troubleshooting hardware and desktop software challenges: desktops, laptops, network connectivity, displays, printers, etc. - Experience with drive imaging software highly desired - Experience with VoIP telephony systems highly desired
SKILLS & ABILITIES - Service orientation - desire to help others - Excellent oral communication skills - Experience with both Mac and PC - A+, Microsoft Office Specialist, and CompTIA Network+ certifications desired - Familiarity with device imaging tools (NinjaOne, Acronis, etc.)COMPENSATION & BENEFITS - Salary range $45,000 to $55,000 annually - Health Insurance (Dental, Vision and Medical) - 401(k) - Paid time off - Energetic, fun, loving work environment - Unlimited growth potential with an expanding business - Working at a company that is making the difference in the lives of dogs and dog parents! LOCATION & TRAVEL REQUIREMENTS - Onsite in Jupiter, Florida (Scenthound HQ) - 20% local travel to corporate retail locations in Boynton Beach, Wellington, Lake Worth, West Palm Beach and Jupiter

Keywords: Scenthound Franchising, Jupiter , Customer and Desktop Support Specialist, Other , Jupiter, Florida