Technology Support Specialist

The Goddard School; Philadelphia (Philadelphia County); On-site; USD 51,000 - 65,000; Full time

Job summary

The Goddard School seeks a Technology Support Specialist to provide essential support for Field Operations and enhance franchisee experiences with technology platforms. This mid-senior level position requires strong communication and troubleshooting skills as well as the ability to train users effectively. Join a vibrant corporate team that values growth and employee satisfaction in the educational administration sector.

Qualifications

• At least 3 years supporting and administrating tech platforms.
• Strong troubleshooting skills in software applications.
• Ability to prioritize and manage multiple support tickets.

Responsibilities

• Resolves franchisee inquiries on franchisee facing applications.
• Creates training materials and delivers training sessions.
• Participates in cross-functional projects for new technology implementations.

Skills

Troubleshooting

Communication

Customer Service

Problem Solving

Job description

Join to apply for the Technology Support Specialist role at The Goddard School

Join to apply for the Technology Support Specialist role at The Goddard School

Come join our Goddard Systems, LLC (GSL) corporate team! We are a great place to work and offer many employee-friendly perks and benefits. GSL is the manager of the Goddard School franchise system that supports over 650 schools which delivers a high-quality, play-based learning program to families all over the United States. Our successful franchise business model supports franchisees through partnerships with teams of seasoned professionals who draw over 30 years of business, marketing, IT, franchise, finance, and education experience. Because of this, The Goddard School has grown into an institution that parents and families trust, reaching more than 80,000 students in 38 states – and growing.

Position Summary

This role will serve as the dedicated point of contact for Field Operations on FMS operational questions, helping to drive consistency, efficiency, and a high-quality user experience across the system. The Franchise Technology Support Specialist plays a critical role in enabling franchisees and Field Operations team members to fully utilize the company’s technology platforms. Reporting to the Operations Technology Consultant, with a dotted-line relationship to IT Operations, this role serves as a key partner across Operations, Education, Learning & Training, and IT. The primary purpose of this role is to handle the Level 1 support tickets with the intent for resolving operationally and training focused FMS-related tickets, eventually expanding to include all franchisee facing platforms supporting onboarding and ongoing education and ensuring the successful rollout and adoption of new applications, updates, and enhancements, while driving franchisee satisfaction and standard practices adoption. This includes escalation of unresolved system or data issues to IT or the OPS Technology Consultant when necessary. Resulting in reducing the ticket resolution time, resolving inquiries related to applications, ensuring they can effectively utilize the brand’s technology solutions. This role will also serve as a dedicated point of contact for Field Operations on FMS operational questions, helping to drive consistency, efficiency, and a high-quality user experience across the system.

Responsibilities

• Resolves franchisee inquiries on franchisee facing applications (30%)
• Supports Field Operations by managing FMS-related inquiries and establishing a defined intake process
• Improves ticket resolution times and drive satisfaction through first touch resolution
• Identifies trends and provides input to the support teams for system enhancement and fixes
• Responds to field support questions with urgency - especially those related to operational issues, training, or status updates on franchisee-initiated tickets
• Supports FMS tickets related to training (30%)
• Creates training materials, delivers both live and virtual training sessions across groups or one on one coaching
• Supports Training on FMS and other franchisee-facing applications (30%)
• Creates training materials and delivers live or virtual sessions in group and one-on-one settings
• Builds and implements training plans in partnership with Learning & Training
• Conducts FMS Bootcamps and trainings for franchisees and Franchise Consultants
• Covers training on all new initiatives, applications, and processes
• Project work (10%)
• Documenting standards, best practices, and identifying gaps and enhancement opportunities related to FMS
• Participate in cross-functional projects for new technology implementations, system updates, and feature enhancements.
• Support change management and franchisee adoption of new tools and upgrades.
• Ensure franchisee and Field Operations readiness during technology rollouts.
  

Experience And Competencies

Minimum Requirements

• At least 3 years supporting and administrating tech platforms
• At least 3 years of experience in franchising
• Strong troubleshooting skills in software applications
• Excellent communication skills; ability to explain technical concepts to non-technical users
• Ability to prioritize and manage multiple support tickets in a fast-paced environment
• Work closely with internal IT, operations and learning and training partners
• Provide regular data driven updates on tickets, resolutions and outstanding issues
• Previous experience in a customer support or technical support role is a plus
  
  

Highly Desired

• Communication and Relationship Building: Communicates effectively and appropriately to all levels, maintains positive and productive relationships across the organization, handles difficult issues with grace, compassion, and composure.
• Job Knowledge and Personal Development: Understands role and responsibilities, possesses appropriate knowledge to perform job responsibilities, is aware of industry standards and practices, takes responsibility to improve performance, seeks out new opportunities to improve professionally.
• Flexibility/Dependability: Can be counted on to complete assignments in a timely and competent manner, prioritizes and addresses challenges in a rapidly changing environment, accepts responsibility for actions, follows through on assignments, displays initiative, flexibility, and a positive attitude.
• Strong problem solving and analytical skills.
• Customer Service Oriented – with a positive and approachable demeanor.
  
  

There will be periodic requirements to travel for in-person events, at the discretion of your manager or the requirement of the company.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Education Administration Programs

Referrals increase your chances of interviewing at The Goddard School by 2x

Sign in to set job alerts for “Technology Support Specialist” roles.

Philadelphia, PA $51,000.00-$54,000.00 1 week ago

Philadelphia, PA $58,000.00-$65,000.00 16 hours ago

Part Time - Information Technology - User Support Specialist

Chadds Ford, PA $55,000.00-$65,000.00 2 days ago

Philadelphia, PA $57,512.00-$71,890.00 2 hours ago

Philadelphia, PA $72,895.00-$105,293.00 1 month ago

Philadelphia, PA $56,696.64-$72,895.68 1 month ago

Philadelphia, PA $41,250.00-$55,000.00 6 days ago

Technology Support III - Enterprise Technology

Operational Technology Support (Manufacturing/Distribution)

Philadelphia, PA $60,000.00-$85,000.00 2 days ago

Turnersville, NJ $50,000.00-$65,000.00 4 weeks ago

Clinical Technology Support Specialist / PACS / DICOM / onsite

Customer Service Technical Specialist - Hybrid USA R0048086

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.