Job VC

Help franchise stores across the U.S. stay connected and running smoothly!
We are looking for a highly capable
Technical Support Specialist
to provide remote support to franchisees and store teams. You will be the go-to expert for resolving in-store technical issues that go beyond what third-party vendors can handle.
🚀 What You’ll Do
Remote Support:
Assist store teams via phone, email, and video conferencing.
Troubleshooting:
Resolve issues with VoIP calling, network connectivity, firewalls, and hardware failures (cabling, ports, peripherals, POS systems).
Configuration & Setup:
Guide staff through installation and setup of new hardware and systems.
Documentation:
Maintain accurate records in the ticketing system and provide detailed evidence for vendor escalations.
Ownership:
Take full responsibility for cases, ensuring timely resolution and clear communication with store personnel.
✅ Must-Have Qualifications
Confident English speaker (C1)
Proven experience in technical support, help desk, or IT support roles.
Strong knowledge of networking fundamentals (routers, firewalls, connectivity).
Hands-on experience with VoIP systems.
Hardware troubleshooting skills (cables, ports, peripherals).
Excellent English communication skills (written and spoken).
Ability to explain technical concepts clearly to non-technical users.
Strong organizational skills and attention to detail in documentation.
Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow).
🌟 Nice-to-Have
Experience supporting retail or franchise environments.
Familiarity with multi-location technical operations.
Experience working with third-party vendors and escalations.
🕒 Work Environment & Schedule
Fully remote role, supporting U.S. franchise locations.
40 hours per week, 5 days.
One weekend day required.
Required coverage window:
12:00 PM – 4:00 PM ET (U.S. Eastern Time)
, which corresponds to
7:00 PM – 11:00 PM Kyiv time
.
Flexible additional hours (before or after core window).
Example schedules:
Mon–Fri: 10:00 AM – 6:00 PM ET
Mon–Thu: 8:00 AM – 4:00 PM ET
Mon–Fri: 9:00 AM – 5:00 PM ET
💼 Compensation & Benefits
Competitive salary range depending on location and experience.
Remote work flexibility.
Paid vacation and sick leave.
Professional growth in a fast-paced, multi-location retail environment.
🎯 Who We’re Looking For
A problem-solver with strong technical skills and a customer-first mindset. Someone who thrives in a remote environment, communicates clearly, and takes ownership of issues until they’re resolved.