Technical Support Specialist (Part Time)

This part-time, on-site Technical Support Specialist role at Crumbl is based in Provo, Utah. The position provides technical product support to Crumbl franchise locations, including remote software troubleshooting, coordinating hardware installations, and assisting end-users of varying technical expertise through support tickets.

Location and Employment Type

• Location: Provo, UT, on site
• Position type: Part-time

Responsibilities

• Deliver a seamless support experience for Crumbl locations by handling inquiries via tickets or phone to facilitate quick access to answers and problem resolution.
• Use the ticketing system to communicate clearly and document issues and opportunities in detail.
• Monitor and update the ticket queue daily to ensure timely progress and resolution of all requests.
• Diagnose and troubleshoot both simple and complex issues affecting Crumbl store hardware and software using available resources.
• Follow established guidelines for technical product support and escalate more difficult problems to higher-level specialists or management as needed.
• Apply KCS methodology to contribute to the knowledge base by flagging, editing, and creating articles.
• Adhere to Standard Operating Procedures to maintain consistency and quality in support activities.
• Advocate for Crumbl store locations and take ownership of issues until they are resolved.
• Build Crumbl Ops and business acumen by participating in team trainings to support platforms and stores effectively.
• Support team goals related to response times, accuracy, and customer experience metrics.
• Foster a collaborative and open communication culture within the team.
• Maintain reliable attendance and adhere to the published work schedule.
• Demonstrate strong teamwork by collaborating on projects and initiatives with the support team.
• Attend regular one-on-one meetings with the manager to review performance and establish professional development goals.

Requirements

• High school diploma or equivalent required.
• Genuine interest in technology and its applications.
• Basic knowledge of Crumbl's products and services is helpful but not required.
• Excellent verbal and written communication skills.
• Self-motivated with the ability to work autonomously.
• Strong multitasking abilities and time management.
• Understanding of common troubleshooting methods.
• Critical thinking skills to identify and resolve complex problems.
• Experience in customer service or technical support is preferred.
• Familiarity with Apple products is preferred.
• Willingness to work variable shifts, including evenings, weekends, and public holidays.
• Maintain a positive attitude and adapt to change with professionalism and authenticity.

Education and Qualifications

• High school diploma or equivalent required.

Working Conditions

• The role is conducted in a standard office environment using a laptop, phone, and other essential equipment, with multiple shift opportunities.
• Office shifts run from 9:00 am to 5:00 pm; some shifts between 5:00 am and 9:00 am or 6:00 pm and 1:00 am may offer the option to work remotely from home.
• Exposure to mechanical and electrical hazards is typical across shifts.