Essential Functions

• Supports Massage Envy Franchisee community, FSC & Massage Elements staff
• Interacts with vendors’ and partners’ technical support teams
• Provides prompt & professional technical & application support to the franchise community
• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
• Uses the appropriate CTI (Category, Type, and Item) categories for logging incidents and requests
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
• Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
• Adheres to and supports Massage Envy standards, policies, and procedures. Understands, believes, and upholds Massage Envy’s Purpose, Vision & Values
• Maintains and protects confidentiality with regard to all aspects of customer care and employee information
• Works with other members of the IT department on projects and initiatives as needed
• Participates in on-call rotation for after-hours emergency issues
• Ensures locations are complying with policy within the software by monitoring tasks completed within the POS
• Researches and identifies bugs within the software and report to the software developer
• Provides training to franchisees and staff that applies directly with the use of the POS and services
• Additional duties as required or requested by the CIO or Director of Infrastructure & Operations

Education, Experience, and Skills Required

• Bachelor’s degree or equivalent experience; a degree in Information Technology is preferred
• 3 years’ experience in a help desk or call center environment; 3+ years preferred
• Possesses excellent customer service through both written and verbal skills
• Proven ability to manage multiple projects with competing deadlines
• Demonstrates strong analytical and problem-solving skills
• Ability to work a flexible shift and be available for weekends and overtime if needed
• Proficient in Microsoft Windows OS & Office
• Knowledge of PCI-DSS is preferred but not required
• Demonstrates ability and desire to learn Massage Envy Service Desk terminology
• Shows ability to learn customer support processes and techniques
• Demonstrates a positive, self-starter attitude
• Local candidates to Phoenix, AZ (required)

Hours for this position may require occasional weekend and on-call support.

Full time, 40 hours a week unless OT is needed or On Call, work holidays.

Normal Hours of operation:

Mon - Fri 6:00 AM - 5:00 PM

Sat/Sun 7:00 AM - 4:00 PM

On Call Schedule 5 week rotation:

Sat/Sun

3:30 PM - 6:30 AM (tech on duty will try to address between 3:30 PM - 4:00 PM)

Mon – Fri

4:30 PM - 5:30 AM (tech on duty will try to address between 4:30 PM- 5:00 PM)

All MESD support is provided remotely (you must be set up to work from home location). Need to be willing to provide and use:

• Stable internet connection
• Cell phone (not required for calls, just for authentications)

Massage Envy Franchise LLC Benefits

Hybrid work model, flexible work from home options available.

In addition to a great work environment, Massage Envy Franchise LLC offers Medical, Dental and Vision Benefits. Paid Life Insurance and 401K, Generous Paid Holidays, vacation, and sick time. At Massage Envy Franchise, LLC, we believe in helping people feel their best through total body care—a mission that touches everyone. And we know that investing in uniquely talented, fiercely passionate people is the key to achieving it. We work hard, we have fun, which is a key part of helping employees feel their best!

Massage Envy Franchising, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.