Aspira

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues. • Follow established processes to assist customers with reservations, ticketing, permits, and other services. • Effectively transfer customers to the appropriate department when needed. • Seek management support when necessary for complex issues or escalations. • Document customer interactions accurately according to company standards. • Update customer accounts and system information accurately. • Meet individual KPIs and support department goals for customer service excellence. • Adhere to company policies, procedures, and performance standards. • Complete all required training and coaching within set timeframes. • Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work. • Contribute to a positive team environment by delivering best-in-class service and supporting department goals. • Perform other duties as assigned to support the contact center.

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues. • Follow established processes to assist customers with reservations, ticketing, permits, and other services. • Effectively transfer customers to the appropriate department when needed. • Seek management support when necessary for complex issues or escalations. • Document customer interactions accurately according to company standards. • Update customer accounts and system information accurately. • Meet individual KPIs and support department goals for customer service excellence. • Adhere to company policies, procedures, and performance standards. • Complete all required training and coaching within set timeframes. • Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work. • Contribute to a positive team environment by delivering best-in-class service and supporting department goals. • Perform other duties as assigned to support the contact center.

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions for adherence to company policies, procedures, and quality standards. • Evaluate and monitor all customer interactions, providing actionable feedback that drives measurable improvements in customer experience and agent performance. • Identify performance trends and surface emerging issues before they escalate, using data to explain why performance is changing. • Conduct audits of call center interactions to uncover coaching and development opportunities. • Deliver clear, constructive feedback and coaching agents to improve communication skills and quality metric adherence. • Ensure scorecards reflect current business priorities and provide feedback agents can immediately apply. • Ensure compliance with company and client standards and partner with leadership to address gaps. • Participate in calibration sessions to ensure consistency and alignment in quality evaluation across the team. • Collaborate with operations and training to develop and implement QA strategies and recommend process improvements. • Generate reports on KPIs, quality metrics, and customer feedback to track performance and guide decisions. • Conduct and participate in client-facing QA monitoring sessions, serving as a knowledgeable and professional representative of Aspira. • Evaluate interactions across all channels — calls, SMS, email cases, and agent-related issues — to continuously evolve how the team delivers service. • Achieve individual KPIs and support department goals and objectives. • Maintain current knowledge of company and client policies; complete all assigned training in a timely manner. • Model Aspira's culture through teamwork, collaboration, transparent communication, and accountability. • Support the department with additional duties as needed; maintain flexibility around scheduling when required.

• Architect comprehensive solutions that meet business requirements using a combination of technologies, including Java, cloud services, middleware and front end. • Lead initiatives to modernize legacy systems, integrating new technologies to enhance performance and scalability. • Provide guidance and mentorship to development teams, promoting best practices, and fostering a culture of innovation. • Research and Design monitoring strategies using tools such as New Relic, Grafana, or equivalent to proactively manage system health. • Lead investigation, implementation, and integration of feature flag frameworks for controlled rollouts and A/B testing. • Develop proofs of concept, reference architectures, and integration strategies. • Work across the aisle with cross-functional stakeholders, leads and other architects to define system needs, deliver optimal solutions and drive innovation. • Create, maintain, monitor and enforce technical modernization vision and roadmap for multiple related applications. • Identify opportunities for improvement and recommend best practices for implementations and custom solutions. • Explore and integrate technologies and market solutions to enhance system capabilities.

• Undertake test preparation for a variety of projects, including resource estimations, planning, scoping, and identifying data/environmental requirements. • Execute testing tasks as needed for various projects, track issues and escalate when necessary. • Coordinate with other QA engineers and automation teams to ensure comprehensive test coverage. • Validate and smoke test production releases. • Identify urgent product issues and work with developers to resolve the issues. • High efficiency work on daily escalation support issues • Work with both onshore and offshore teams, such as Product, Account Managers, DevOps, Infrastructure, databases, and App Support teams. • Daily communication with local stakeholders to pass accurate information through meetings, emails, SMS etc.

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues. • Follow established processes to assist customers with reservations, ticketing, permits, and other services. • Effectively transfer customers to the appropriate department when needed. • Seek management support when necessary for complex issues or escalations. • Document customer interactions accurately according to company standards. • Update customer accounts and system information accurately. • Meet individual KPIs and support department goals for customer service excellence. • Adhere to company policies, procedures, and performance standards. • Complete all required training and coaching within set timeframes. • Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work. • Contribute to a positive team environment by delivering best-in-class service and supporting department goals.

• Critical role in the planning, designing, developing, and managing of application databases in multiple environments ranging from R&D to production. • Will work both independently and collaboratively in a team to support the software engineering, Technical Account Management, and Client Implementation teams with database-related activities ranging from database update scripts for application configuration to test environment database preparation to client data import and migration. • Design, develop, test, and maintain high-quality database objects (queries, stored procedures, functions, and schemas) supporting company-developed applications. • Plan and execute database updates, migrations, and configuration changes across development, test, and production environments. • Lead data evaluation, transformation, import, and migration efforts for client and internal use cases. • Monitors database performance and identifies opportunities for optimizations. • Provides guidance to software engineers on best practices for database schema and script design. • Reviews and approves application-related database updates.

• Design, develop, and deploy reliable, maintainable software features in line with project requirements. • Collaborate with team members and cross-functional partners to deliver high-quality web applications. • Responsible for designing, developing, testing, and maintaining scalable web applications and services using C#, .NET Core, and related Microsoft technologies. • Participate in code reviews to promote code quality, consistency, and scalability. • Help monitor, maintain, and improve system infrastructure performance in cloud environments (primarily AWS). • Contribute to technical planning and sprint execution within an Agile development team. • Assist in preparing the system for high-load events and troubleshooting performance bottlenecks. • Ensure compliance with security policies and data protection standards. • Mentor other team members.

• Define and communicate a clear long-term product vision aligned with Aspira’s mission of cultivating a connected world through shared outdoor experiences. • Develop a 3-5 year product strategy that balances modernization, stabilization, growth, and innovation. • Identify and pursue new market opportunities, adjacent verticals, and partnerships to expand Aspira’s footprint. • Translate market, customer, and competitive insights into differentiated product strategies. • Restructure and manage a six-person product team across Firefly and Rainger. • Create a culture of accountability, collaboration, and high performance. • Oversee the successful launch and stabilization of Rainger post-go-live. • Build and lead a Product Advisory Council of agencies, partners, and end users for structured feedback. • Support the development of a vision for data-driven product management across the organization. • Report to the CEO on product progress, roadmap status, and strategic initiatives.

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues. • Follow established processes to assist customers with reservations, ticketing, permits, and other services. • Effectively transfer customers to the appropriate department when needed. • Seek management support when necessary for complex issues or escalations. • Document customer interactions accurately according to company standards. • Update customer accounts and system information accurately. • Meet individual KPIs and support department goals for customer service excellence. • Adhere to company policies, procedures, and performance standards. • Complete all required training and coaching within set timeframes. • Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work. • Contribute to a positive team environment by delivering best-in-class service and supporting department goals. • Perform other duties as assigned to support the contact center. • A flexible schedule is required, including evening or weekend hours