Technical Support Specialist

About the Company

Imagine a career where your passion meets purpose, and your work has a global impact. At United Franchise Group, we're not just offering jobs-we're offering the chance to be part of something bigger. We're looking for individuals who want to innovate, inspire, and lead in a company that's shaping the future of franchising worldwide.

For nearly 40 years, UFG has been at the forefront of franchising, growing from a small team to an international powerhouse with over 1800 locations in 60 countries. But we're just getting started, and we want you to be a part of our next chapter. Whether you're just starting out or looking to take your career to new heights, UFG offers positions at every level, with the tools and support to help you succeed.

Our headquarters in West Palm Beach, FL is more than just an office-it's a hub of creativity, collaboration, and community. Here, you'll find a culture that celebrates diversity, encourages innovation and rewards hard work. From day one, you'll be surrounded by people who are passionate about what they do and driven to make a difference.

At UFG, we're proud to be recognized as the #1 Best Place to Work in South Florida (Large Company Division, 2026), reflecting our people-first culture and commitment to creating an exceptional employee experience.

This is more than a career-it's a calling. At UFG, we believe in taking care of our team as they take care of our franchisees. That's why we offer competitive pay, comprehensive benefits, and perks that go beyond the ordinary.

Are you ready to make your mark? Join us at UFG and be part of a team that's changing the world, one franchise at a time.

About the Role

Exit Factor is looking for a hands-on, solutions-oriented Technology Support Specialist who is passionate about technology, enjoys solving problems, and is excited to help support a growing international franchise network.

In this role, you will take ownership of the technology platforms that support our franchise owners, consultants, and corporate team, including CRM systems, proprietary software, automation tools, and other business applications. You'll play an important role in ensuring our systems operate efficiently, supporting users, coordinating with developers and technology partners, and identifying opportunities to improve the way we work.

We're looking for someone who brings strong technical skills, a collaborative mindset, and a willingness to explore new ideas. This is an opportunity to make a meaningful impact, contribute to exciting technology initiatives, and help shape the systems that support Exit Factor's continued growth.

Responsibilities

Technology Support & Issue Resolution: Serve as the primary technology resource for franchise owners, consultants, and corporate team members. Manage and track support requests from initial submission through resolution, including troubleshooting, documenting reported issues, providing timely follow-ups, and escalating complex issues to internal teams or vendors as needed.

Support Tracking & Continuous Improvement: Maintain accurate records of support tickets, troubleshooting steps, and resolutions. Monitor recurring issues, support trends, and resolution times to identify opportunities to improve systems, reduce repeat issues, and enhance the overall franchisee experience.

Platform Management & Administration: Administer and support critical business platforms, including proprietary management tools, payment processing systems, websites, CRM platforms, and other SaaS applications across U.S. and international locations. Oversee platform configurations, updates, maintenance, and overall system functionality.

User Access & Account Management: Manage user access and permissions, including new franchise office launches, account setup, system and platform provisioning, and ongoing support.

System Integrations & API Support: Assist with troubleshooting API integrations, webhooks, and data synchronization issues between technology platforms, coordinating with vendors and development partners to identify and resolve problems.

Technology Development & Implementation: Collaborate with external developers and technology partners on system enhancements, integrations, and new technology initiatives. Help translate operational needs into technical requirements, track project progress, and coordinate implementations to ensure successful rollouts.

Testing & Quality Assurance: Test and evaluate new technologies, platform updates, and system enhancements to ensure functionality, reliability, and a positive user experience before implementation.

Training & Technology Adoption: Develop and maintain technology guides, tutorials, FAQs, and support resources in collaboration with the training and operations teams. Lead virtual and in-person technology training sessions for franchise owners, consultants, and internal team members, helping users confidently and effectively utilize available systems.

Data Integrity & System Accuracy: Monitor data accuracy and synchronization across technology platforms, identify inconsistencies, and coordinate necessary corrections with internal teams, vendors, or development partners.

Process Improvement & Automation: Identify opportunities to streamline workflows, automate repetitive tasks, and improve operational efficiency. Explore emerging technologies, including AI and automation tools, to enhance system functionality and the user experience.

Franchisee Experience & Collaboration: Build strong relationships with franchise owners, consultants, internal teams, and technology partners. Gather feedback, identify common challenges, and communicate recommendations to developers and leadership to support ongoing improvements.

Technology Planning & Innovation: Collaborate with leadership to evaluate technology needs, prioritize system enhancements, and support new initiatives that align with the brand's continued growth and international expansion.

Qualifications

Bachelor's degree (B.A., B.B.A., or B.S.) in Information Technology, Management Information Systems, or a related field from an accredited four-year college or university required. Minimum of three to five years of relevant experience in technical support, systems administration, technology management, or a related field.

Strong problem-solving skills and the ability to adapt to different tech environments.

Excellent interpersonal and communication skills to provide clear and effective guidance.

Patience, empathy, and a customer-centric mindset when dealing with franchisee and consultant inquiries.

Ability to work independently, prioritize tasks, and meet service level agreements.

Proven experience in technical support, help desk, or a related customer service role. Familiarity with CRM systems, Office365, and general tech troubleshooting.

At least two relevant technical certifications required, such as CompTIA A+, Microsoft 365, Microsoft Entra ID, or HubSpot certifications.

Once you become part of our amazing team of winners you'll enjoy:

Competitive compensation

Comprehensive training to hone your skills at our headquarters

Travel opportunities

Medical, Dental, Vision, and Life insurance coverage

Generous time off (PTO)

401(k) plan with company match

Social gatherings and team building activities

Leadership workshops for personal development

Recognition for our top performers

Philanthropy - a chance to give back to the community

Apply today!