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Technical Support Helpdesk Agent
Who Are We?
At BaseCamp Franchising, we are revolutionizing the apparel retail industry through our two fast-growing resale brands, Uptown Cheapskate and Kid to Kid. We take an entirely new approach to thrifting, offering a vast assortment of in-demand brands at unbeatable prices, all in a polished, boutique shopping environment. Thanks to this unique combination, we have more than doubled sales to nearly $300 million in the past 5 years with a huge wave of growth still on the horizon.
We have sustainability at our core, recycling tens of millions of items each year through our growing network of nearly 270 franchised stores. We are also strong advocates of the upcycling ethos: shopping resale can make the world a better, cleaner, and more sustainable place – while helping families save money at the same time.
As one of the fastest-growing franchise systems in the country, we are privileged to help hundreds of entrepreneurs find success by owning and operating our stores. Continuous improvement and innovation are the cornerstones of our culture, and our top priority is to maximize the impact our franchisees have in their local communities. Our two brands are expanding rapidly, and we are looking for people who are excited to join us on our entrepreneurial journey and mission to bring sustainable fashion into every home.
ResponsibilitiesWhat Will I Do in this Position?
The Technical Support Helpdesk Agent will join our talented and enthusiastic Technical Support team. This person will be an integral part of BaseCamp’s 20-person Technology group, working alongside others to support the company’s proprietary software suite and technology stack as we build it into the preeminent platform in the resale industry. The Technical Support Helpdesk Agent plays a critical role in supporting the success and continued operation of our franchise stores. Specific responsibilities of the role will include:
- Servicing calls and tickets, for staff members at our retail stores as well as internal BaseCamp employees
- Understand the hardware, networks, software and processes employed at franchise locations and be able to troubleshoot and provide solutions in any area
- Communicating with kindness and empathy in a clear and concise manner both over the phone and through email
- Document and capture solutions to new and existing problems, sharing knowledge gained across our teams
- Participate in an emergency on-call rotation, occasionally responding to critical issues after hours
What Are We Looking For?
- 2+ years of experience in a technical, customer-facing role, supporting and troubleshooting computer and network systems
- Proficient at modern office communication, phone and ticketing systems
- Experience in Helpdesk or IT certifications a plus
- Experience in retail operations is a plus
- Excellent communication and writing skills
- Resourceful, with strong attention to detail
What Else Do I Need to Know?
This is an exempt, salaried position that would require in-office attendance during regularly scheduled work hours. This role is based at our headquarters in North Salt Lake, Utah at the base of the Wasatch mountains. We offer competitive pay and benefits that include:
- Health and dental insurance plans
- 401k matching (up to 5%)
- Annual performance bonus
- Paid Time Off (PTO), paid holidays & paid parental leave
- A sustainable shopping spree at either Uptown Cheapskate or Kid to Kid to celebrate new members of our team
- An employee discount at Uptown Cheapskate and Kid to Kid stores
We take personal and professional development very seriously and actively invest in training opportunities for our employees. We strive to be a fun and authentic place to work, actively collaborating across departments and celebrating each other’s wins. If a fast-paced environment with diverse opportunities to learn and grow fits with what you are looking for, please let us know!
You can apply either via KSL or by submitting your resume and cover letter to: tech-recruiting@bcfranchise.com
