IT Support Representative

The IT Support Representative will provide technical implementation and support to franchise owners, Home Office staff, and International Franchise Partners.

About you:

• Support franchise owners and their staff by effectively answering technical questions regarding Home Instead software systems, the Home Instead Senior Care website, operating systems, MS Office 365, networking, file and printer sharing, basic computer maintenance and future software products in a timely and professional manner.
• Support franchise owners and their staff by planning the schedule of all pre- and post- implementation activities and assuring adherence to that schedule throughout the implementation process.
• Document procedures and exceptions for the implementation process.
• Identify any potential roadblocks to the implementation process and work with the franchise office to overcome those roadblocks.
• Communicate with third party vendors to coordinate activation for the software interface.
• Update the appropriate business performance representative (in their given territory) throughout the implementation process.
• Replicate and submit issues as well as submit enhancement requests from user feedback.
• Provide remote control support via Log Me In Rescue of franchise owner’s computer systems when necessary to solve advanced computer problems.
• Develop clear, concise documentation to distribute to franchise owners and Home Office staff for such things as downloading files from the Home Instead Senior Care website, solutions to common Home Instead software system problems and any other computer related tasks as required.
• Assisting with the testing and rollout of new software releases.
• Document all system information and calls from a franchise office into ServiceNow.
• Provide regular on call rotation.

Education/Experience Requirements

• Bachelor’s degree in a related field preferred.
• Two years of related experience in a technical customer service environment or a call center
  preferred, or an equivalent combination of education and work experience may be considered.

Knowledge, Skills and Abilities

• Understand and uphold the policies and procedures established by Home Instead and the related role to the Information Technology department. 
• Understand and uphold the policies and procedures established by Home Instead Senior Care and the
  related role to the Information Technology Department.
• Demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices,
  policies and procedures.
• Demonstrate excellent written and verbal communication skills and the ability to listen intently and
  effectively.
• Ability to establish collaborative working relationships with management, colleagues, franchise owners
  and their staffs.
• Ability to demonstrate effective interpersonal skills essential as well as sound judgment and good
  decision-making skills.
• Ability to work independently and meet deadlines.
• Ability to maintain confidentiality of information.
• Ability to plan, organize and prioritize daily, monthly and yearly work.
• Ability to present a professional appearance and demeanor.
• Ability to reach with hands and arms to operate office equipment.
• Ability to perform duties in a professional office setting.
• Must be proficient with Microsoft office products.
• Ability to oversee projects from beginning to end, including incorporation of new ideas and best
  practices and evaluation of processes and procedures in order to recommend improvements and
  changes when appropriate.
• Ability to find joy and fulfillment in supporting and providing service to others.
• Ability to work evenings or weekends as required.