Technical Specialist

Technical Specialist

Are you looking for a place where you can bring your ability to support, educate, guide, and encourage franchise owners to increase their understanding of but not limited to Point of Sales, Email, and CRM systems?

Welcome to Neighborly-the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level.

Bring your experience and be empowered to innovate.

As a Technical Specialist on the ZorWare Technology team, a typical day for you will include:

• Acting as the primary liaison and technical expert for the assigned Neighborly brand(s)

• Serving as the point person for any software/system migrations for the assigned Neighborly brand(s)

• Assessing the need for software feature enhancements and assisting with testing and/or documentation of new products or enhancements.

• Helping support the brands by providing educational and training materials on best practices for all software features and enhancements.

• Acting as a brand partner while providing thought leadership in enabling the business strategy through software utilization.

• Supporting all internal and external customers with product training, knowledge, and expertise.

• Responding to support requests via phone, email, or chat while ensuring that support requests are resolved promptly following company SLAs.

• Attending and/or conducting regular training webinars based on business demand.

• May be required to host orientation and/or training sessions for new franchisees and or franchise business coaches.

• Collaborating with other team members to establish best practices/decisions while creating SOPs.

• Professionally interacting with others and being a trusted go-to person.

• Providing on-call support for IT issues during non-business hours.

• Coordinate, set up, and onboard new owners onto all platforms.

• Successfully communicate and work with brand presidents, officers, external contacts, and internal departments to perform responsibilities.

• Actively communicate with brands and vendors to build and maintain strong strategic relationships within the scope of work.

• Acting as the lead in all efforts to onboard new and existing brands to the Neighborly platforms.

• Maintaining confidentiality of personal information.

Bring your skills and be inspired to achieve success.

Experience:

• 5+ Years of relevant experience managing multiple stakeholders and projects with a proven track record of success. Franchising experience is a plus.

• Prior field service management and business management software (Point of Sale software, ServiceTitan, etc.) experience is a plus.

• Ticketing Systems such as Zendesk or Freshdesk

• CRM application experience is a plus.

• Windows Environments, Mac OSX, Web browsers (Google Chrome, Mozilla Firefox, Safari) and their basic settings/options

• Accounting software such as QuickBooks Online and Qvinci (Preferred)

Skills:

• Strong customer focus; service-oriented attitude

• Diagnostic and analytical skills in learning new software, with the ability to troubleshoot issues and drive product adoption.

• Ability to multitask.

• Sense of urgency; maintain a positive attitude.

• Excellent virtual and in-person meeting presence with organized follow-up skills

• Ability to be proactive, take direction, and establish ownership/management of projects.

• Highly organized and detail-oriented.

• High computer literacy requires strong experience with Microsoft Word, PowerPoint, Excel, and Outlook.

• Ability to work well under pressure and meet deadlines.

• Sense of humor.

Education:

• Associate degree or bachelor's Preferred

Schedule / in-office requirements: Hybrid model: in-office three days a week, two days WFH.

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

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