Software Support Specialist

About Premium Service Brands

Premium Service Brands (PSB) is a leading franchisor of home service brands across North America. Our growing portfolio includes brands such as 360° Painting, ProLift Garage Doors, Maid Right, Window Gang, Rubbish Works, House Doctors, Kitchen Wise, and others.

PSB provides franchise owners with the systems, technology, and operational support needed to successfully operate and grow their businesses. Our team works closely with franchise operators to ensure they have the tools, training, and resources needed to deliver exceptional service in their local markets.

Position Overview

The Software Support Specialist provides frontline technical support to franchise owners and internal teams across the company’s core software platforms.

This role serves as the primary help desk resource for franchise operators, assisting with system questions, troubleshooting issues, and helping users effectively navigate the software tools that support their daily business operations.

The position works closely with internal departments, IT partners, and software vendors to diagnose issues, resolve system challenges, and support ongoing platform improvements.

Key Responsibilities

• The Software Support Specialist supports franchise owners and internal teams with system access, troubleshooting, and software guidance, including but not limited to:
• Serve as the primary help desk contact for franchise owners and their teams regarding software and platform questions submitted through the ticketing system.
• Troubleshoot issues related to supported business applications and assist users with resolving system errors or functionality concerns.
• Assist franchise operators with software navigation, account setup, password resets, and access management across supported platforms.
• Monitor incoming support requests and ensure timely response and resolution of user issues.
• Identify recurring system issues and escalate technical problems to internal teams or software vendors when necessary.
• Work with internal departments and external vendors to diagnose and resolve application-related issues.
• Assist with testing, software updates, patches, and new feature rollouts.
• Maintain system documentation, troubleshooting guides, and user support materials.
• Support onboarding of new franchise locations by assisting with initial system setup and software orientation.
• Provide guidance to franchise operators on best practices for using supported business systems and tools.
• Support franchise operators in effectively utilizing company-approved technology platforms, helping ensure systems are used consistently across locations to support operational standards and overall business performance.

Qualifications

• Experience in a software support, help desk, or application support role.
• Strong troubleshooting and problem-solving skills.
• Ability to clearly communicate technical information to non-technical users.
• Familiarity with cloud-based systems and SaaS platforms.
• Experience supporting business applications, CRM systems, or operational software tools.
• Strong organizational skills and the ability to manage multiple support requests.

Employees must be able to perform the essential functions of this position with or without reasonable accommodation.

Equal Employment Opportunity

Premium Service Brands is an equal opportunity employer. Employment decisions are based on merit and business needs. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected classification.