Franchise Technology & Support Specialist

We are seeking a highly organized, tech-savvy, and service-focused Franchise Technology & Support Specialist to join our corporate team.

This position will become an internal expert on the technology platforms used across our franchise system, with a primary focus on Paytronix, POS systems, and Synergy Suite. The ideal candidate enjoys learning technology, helping people, solving problems, and making sure projects are followed through from start to finish.

This is a hands-on support role working directly with franchise owners, store teams, corporate leadership, and technology vendors.

Key Responsibilities

• Serve as a primary point of contact for franchise owners needing technology and system support.
• Become a subject-matter expert in loyalty, giftcard, online ordering, POS systems, and reporting apps .
• Assist with onboarding new franchisees and new store locations.
• Track onboarding requirements and proactively follow up with owners to ensure all required steps are completed on time.
• Provide base-level technical troubleshooting and determine when an issue needs to be escalated to a vendor or higher-level technical support.
• Support new store openings, system launches, software updates, and technology rollouts.
• Train and guide franchise owners and store teams on system functionality and proper procedures.
• Help owners navigate loyalty, gift cards, online ordering, reporting, POS functionality, and related technology.
• Follow up on open support issues and vendor tickets through resolution rather than simply referring owners to another department.
• Create and maintain simple training materials, step-by-step instructions, FAQs, and support resources.
• Communicate system updates, changes, deadlines, and required actions clearly to franchise owners.
• Monitor recurring issues and help identify opportunities to improve processes and training.
• Work closely with corporate operations and technology partners to ensure consistent system implementation across all locations.

What We're Looking For

Experience with loyalty, giftcard, online ordering, POS systems, and reporting apps are a plus! We are looking for someone who can learn technology quickly and become our internal expert.

Ideal candidates will have:

• Strong customer service and communication skills
• Excellent follow-up and organizational skills
• Comfort learning new software and technology platforms
• Basic technical troubleshooting ability
• Ability to explain technology in a simple, patient way
• Experience with onboarding, implementation, customer success, technical support, SaaS support, POS systems, or franchise operations is a plus
• Ability to manage multiple stores, owners, projects, and open issues simultaneously
• Strong attention to detail and documentation
• A proactive mindset — someone who follows an issue through until it is resolved
• Ability to communicate professionally with franchise owners, corporate leadership, and outside vendors
• Degree in Management Information Systems, Information Technology, or Computer Information Systems a Plus!

This Role Would Be a Great Fit for Someone With Experience As:

Customer Success Specialist Implementation Specialist Technical Support Specialist POS Support Specialist Franchise Support Specialist SaaS Support Specialist Onboarding Specialist Customer Success Manager

Our Goal for This Position

We want this individual to become the go-to internal resource for our franchise technology systems.

Rather than franchise owners having to determine which vendor to contact or how to navigate multiple systems, this person will help guide them, troubleshoot basic issues, coordinate with vendors when necessary, and make sure questions and problems are followed through to resolution.

Pay: $24.00 - $26.00 per hour

Expected hours: 40.0 per week

Education:

• Bachelor's (Preferred)

Experience:

• Technology: 1 year (Required)
• Customer Service: 1 year (Preferred)

Ability to Commute:

• Phoenix, AZ 85024 (Preferred)

Work Location: In person