• Answer on average 24 inbound calls per day from Franchisees and Customers • Work productively, efficiently, and effectively in a virtual, home office environment • Utilize internal systems such as Windows OS and PC hardware / AS400 / Web / Customer Relationship Management / Intranet and Internet systems, as well as SQL and Mongo; familiarity with Flutter is a plus • Diagnose and resolve issues over the phone; utilize shareware programs to direct-connect remotely to a caller’s PC to assist with repairs and updates • Test software in advance of new version updates • Learn current and previous Point of Sale software (MBA) to assist Franchisees during platform transitions • Service customers outside of normal business hours during rotating on-call responsibilities (approximately 1 time per month) • Administer accounts on Intranet sites providing users with access • Handle complaint resolution competently by demonstrating the ability to openly listen, ask clarifying questions, relate empathetically, and respond in a professional way • Quickly interpret customer, product, and shipment information and demonstrate strong customer service skills while on the phone