Technical Support Specialist

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 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 ResponsibilitiesProvide an effortless customer experience through a support ticket or phone response to make it easy for Crumbl locations to get answers and solve problemsUtilize ticketing system to communicate and thoroughly document issues and opportunitiesManage ticket queue daily to make sure all tickets are updated and resolved effectivelyDiagnose and troubleshoot simple and complex issues for both Crumbl store hardware and software by utilizing all available resources providedRefer to established recommendations for technical product support and escalate complex issues as needed to higher-level technical product support specialists or managementUsing KCS methodology, contribute to the knowledge base by flagging, editing and creating articlesFollow all Standard Operating ProceduresAdvocate for Crumbl store locations and own issues until completionMaintain Crumbl Ops and business acumen by attending team trainings to adequately support platforms and storesSupport and meet team goals for response times, accuracy, and experience metricsContribute to an inspiring team environment with an open communication cultureAdhere to published work schedule and maintain excellent attendanceDemonstrate relentless teamwork through collaboration on team projects and initiativesRegularly attend 1:1s with manager to review performance and make professional developmental goalsQualificationsHigh school diploma or equivalent required. General interest in technologyBasic knowledge of Crumbl’s products/services preferred, but not requiredExcellent verbal and written communication skills. Self-motivated and able to work in autonomyAbility to multitask and manage time efficientlyUnderstand common troubleshooting methodsAbility to think critically to discover and solve complex problemsExperience in either customer service or tech support (preferred)Familiarity with Apple products (preferred)Willing to work variable shifts including evenings, weekends, and public holidaysMaintain a positive attitude and have the ability to handle change with professionalism and authenticityWorking ConditionsWorking 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 shiftsBenefits & Perks Medical, dental, and vision benefits 15 days PTO/year 10 paid holidays Paid parental leave Personal phone bill reimbursement Gym reimbursement Corporate DoorDash® DashPass membership Regular company and team activities 401k with competitive matching contribution plan Excellent opportunities for career growth Work in a hyper-growth companyCrumbl was founded in 2017 by Jason McGowan & Sawyer Hemsley in Logan, Utah. It is now the fastest-growing cookie company in the nation with over 1000 locations in the USA and Canada. Crumbl is powered by cutting-edge technology, iconic branding, delicious desserts, and passionate people.Crumbl HQ and franchisees provide employment for over 26,000 people across the United States, and all of our franchises are owned and operated by independent members of the local community.Crumbl’s 200+ unique cookie flavors rotate weekly and are served in our famous pink box!Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.Recruitment Agencies: Crumbl HQ doesn't typically partner with 3rd party recruitment resources. If we require assistance on this search we will contact selected partners directly; we do not accept unsolicited candidate submissions.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.