Elevate and Delegate

• Answer incoming support calls in a friendly, professional manner. • Create, update, and manage tickets in Autotask. • Ask the right questions to accurately document client issues. • Categorize and prioritize tickets according to company procedures. • Route tickets to the appropriate queue or team member. • Monitor the support inbox and create tickets as needed. • Monitor open and unassigned tickets to ensure timely follow-up. • Follow up internally when tickets require attention. • Assist with other administrative tasks as needed.

Role Description We are looking for a friendly, organized, and dependable Virtual Service Coordinator to join our team on a part-time basis. In this role, you'll be the first point of contact for clients calling our support line, ensuring every request is documented accurately and routed to the appropriate team. Please note: This is not a technical support role. Instead, you'll focus on providing excellent customer service, gathering the right information, and keeping our ticketing system organized and up to date. Responsibilities - Answer incoming support calls in a friendly, professional manner. - Create, update, and manage tickets in Autotask. - Ask the right questions to accurately document client issues. - Categorize and prioritize tickets according to company procedures. - Route tickets to the appropriate queue or team member. - Monitor the support inbox and create tickets as needed. - Monitor open and unassigned tickets to ensure timely follow-up. - Follow up internally when tickets require attention. - Assist with other administrative tasks as needed. Qualifications - Excellent spoken and written English. - Strong phone and customer service skills. - Friendly, dependable, organized, and detail-oriented. - Ability to multitask and stay organized in a fast-paced environment. - Comfortable learning new systems and following established processes. Preferred Qualifications - Previous experience working with a Managed Service Provider (MSP). - Experience using Autotask or another PSA/ticketing system. Client Relationship You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently. Payments All payments for your services will be handled by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you. Vacation Leaves and Holidays While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client’s business needs and any specific policies or preferences they may have in this regard. Application Process As part of your application, you’ll be asked to record your responses to the initial interview questions through a Loom video (questions & instructions are in the application page). Our team will carefully review your submission, and if shortlisted, we’ll share your responses with the client for their review and next steps. Please treat this recording as you would a real interview: - Come prepared and make sure you’re clearly visible on camera. - Record your answers in a quiet, well-lit, and clutter-free space with a stable internet connection. - We’re excited to get to know you better! Show us your personality and strengths. We encourage you to answer authentically and in your own words, without reading from a script or using AI tools.

• Respond to customer inquiries via phone, email, and chat in a professional and timely manner. • Assist customers with order placement, tracking, and returns. • Provide product information and recommendations based on customer needs. • Resolve customer complaints and escalate issues when necessary. • Maintain accurate customer records and update internal systems as needed. • Collaborate with internal teams (sales, logistics, and operations) to ensure smooth order fulfillment. • Identify opportunities to improve customer service processes.

Role Description We are looking for a Customer Service Representative (CSR) to join our team and provide outstanding support to our clients. As a CSR, you will be the first point of contact for customers, assisting them with inquiries, orders, and product-related questions. The ideal candidate is detail-oriented, customer-focused, and able to multitask in a fast-paced environment. - Respond to customer inquiries via phone, email, and chat in a professional and timely manner. - Assist customers with order placement, tracking, and returns. - Provide product information and recommendations based on customer needs. - Resolve customer complaints and escalate issues when necessary. - Maintain accurate customer records and update internal systems as needed. - Collaborate with internal teams (sales, logistics, and operations) to ensure smooth order fulfillment. - Identify opportunities to improve customer service processes. Qualifications - Previous experience in customer service, sales support, or a related role. - Excellent verbal and written communication skills. - Strong problem-solving abilities and attention to detail. - Ability to multitask and work efficiently in a fast-paced environment. - Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and CRM software. - Experience in the storage, logistics, or manufacturing industry is a plus. - A proactive and customer-first mindset. Requirements - Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently. - Payments: All payments for your services will be handled by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you. - Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client’s business needs and any specific policies or preferences they may have in this regard. Application Process - Our team will carefully review your submission, and if shortlisted, we’ll share your responses with the client for their review and next steps. - Please treat this recording as you would a real interview: Come prepared and make sure you’re clearly visible on camera. - Record your answers in a quiet, well-lit, and clutter-free space with a stable internet connection. - We’re excited to get to know you better! Show us your personality and strengths. We encourage you to answer authentically and in your own words, without reading from a script or using AI tools.

Role Description As a Paid Media Expert you lead the implementation and optimization of your client’s paid search (PPC) marketing programs. You perform strategic planning, performance analysis, testing, and reporting on all of your assigned clients’ campaigns, using platforms such as Google, Bing, and Facebook. You communicate regularly with your clients and meet virtually. As you analyze campaigns and implement optimizations, you will successfully meet your client’s KPI’s. Your ability to provide unique solutions for both your clients and the company will produce great results! Job Expectations - Manage and be a point of contact for assigned client paid media accounts - Identify and implement paid media tactics and best practices, including search, display, remarketing, social, and video ads - Monitor performance of marketing initiatives through monthly reporting and present recommendations to increase ROI - Support the New Business and Strategy Departments with sales, organic growth, and client retention - Delegate tasks to Paid Media Coordinators and Assistants when appropriate - Pull, analyze, organize, and interpret data - Clearly and consistently communicate between internal product teams and external clients - Research and stay up-to-date on marketing trends Qualifications - Must demonstrate a proven track record of the ability to prioritize, organize, and multi-task in a flexible and fast paced environment to effectively meet deadlines - Must demonstrate strong conceptual and written communication skills with a deep understanding of the English language (spelling, grammar, and vocabulary) - Must demonstrate presentation skills - Must demonstrate the ability to effectively communicate both technical and non-technical information between internal product teams and external clients - Demonstrated proficient skills in Microsoft Office, including Excel, Word and PowerPoint - Must demonstrate strategic and analytical thinking when solving problems - Must demonstrate an understanding of both Google and Bing - Must demonstrate an understanding of Google Ads, and a basic understanding of Google Search Console and Google Analytics Requirements - Google Ads Certification - Bachelor’s Degree in Marketing, Mass Communications or another related field - 5+ years of Paid Media experience - 5+ years of customer service/consulting experience Application Process As part of your application, you’ll be asked to record your responses to the initial interview questions through a Loom video (questions & instructions are in the application page). Our team will carefully review your submission, and if shortlisted, we’ll share your responses with the client for their review and next steps. Please treat this recording as you would a real interview: - Come prepared and make sure you’re clearly visible on camera. - Record your answers in a quiet, well-lit, and clutter-free space with a stable internet connection. - We’re excited to get to know you better! Show us your personality and strengths. We encourage you to answer authentically and in your own words, without reading from a script or using AI tools.

• Manage highly active executive calendars, expertly handling scheduling conflicts, setting up meetings, and ensuring daily time optimization. • Triage and organize executive inboxes, drafting professional responses, filtering out noise, and escalating urgent matters when necessary. • Coordinate internal and external meetings, including setting agendas and taking accurate meeting minutes. • Assist in gathering campaign performance data (SEO, Google Ads) to help prepare monthly reporting for clients. • Maintain and organize project documentation, ensure team files are up-to-date, and consistently follow up on standard executive action items. • Serve as a central point of contact for routine client inquiries, ensuring they are directed to the right team member. • Assist in the preparation of campaign briefs, creative assets, and follow-up communications to ensure marketing initiatives stay on schedule. • Compile research and format reports to help executives prepare for upcoming meetings and initiatives. • Handle sensitive and confidential information with the utmost discretion and professionalism

• Launch and manage Paid Ads campaigns across Google Ads and Meta platforms • Support additional platforms as needed (Bing Ads, TikTok Ads, Programmatic) • Continuously optimize campaigns to hit performance targets and maximize ROI • Analyze performance trends and proactively implement improvements • Identify and resolve tracking, performance, and delivery issues efficiently • Ensure campaigns run smoothly with minimal downtime or data gaps • Implement and manage tracking using Google Analytics (GA4), Google Tag Manager (GTM), and Google Search Console (GSC) • Integrate Zapier workflows for CRM and lead tracking • Set up and manage CallRail tracking to evaluate call quality and conversion performance • Generate clear, actionable performance reports • Provide insights and recommendations to improve campaign outcomes • Help the team understand campaign performance and how to scale it.

Role Description As our Executive & Marketing Assistant, you will provide critical administrative support to our leadership while assisting with the execution of marketing operations. You will be central to keeping our executives focused on growth by handling day-to-day operations and ensuring our client-facing campaigns are documented and tracked accurately. Your ability to maintain order, manage logistics, and support our marketing workflows will ensure our team runs smoothly and efficiently. Responsibilities - Schedule & Inbox Management - Manage highly active executive calendars, expertly handling scheduling conflicts, setting up meetings, and ensuring daily time optimization. - Triage and organize executive inboxes, drafting professional responses, filtering out noise, and escalating urgent matters when necessary. - Coordinate internal and external meetings, including setting agendas and taking accurate meeting minutes. - Marketing Support & Operations - Assist in gathering campaign performance data (SEO, Google Ads) to help prepare monthly reporting for clients. - Maintain and organize project documentation, ensure team files are up-to-date, and consistently follow up on standard executive action items. - Serve as a central point of contact for routine client inquiries, ensuring they are directed to the right team member. - Assist in the preparation of campaign briefs, creative assets, and follow-up communications to ensure marketing initiatives stay on schedule. - Administrative Execution - Compile research and format reports to help executives prepare for upcoming meetings and initiatives. - Handle sensitive and confidential information with the utmost discretion and professionalism. Qualifications - Required Qualifications - 1–2 years of experience in an administrative support or virtual assistant role, with a strong interest in digital marketing. - Exceptional organizational and time-management skills; strong ability to compile research and prepare clear, concise summaries. - High proficiency in Google Workspace (Gmail, Calendar, Docs, Sheets, Slides, Drive) and remote collaboration tools (Slack, Zoom). - Outstanding written and verbal communication skills; experience drafting professional correspondence. - Preferred Qualifications - Basic familiarity with SEO/PPC terminology or digital advertising platforms (Google Ads, Meta Ads) is a plus. Company Description

• Migrate customers from newly acquired alarm companies into Salesforce — accurately creating accounts, service addresses, contacts, and billing records. • Set up each integrated customer correctly: billing cycle and cadence, the correct recurring line items (alarm monitoring, video security, access control), and connection to the central monitoring station. • Handle multi-location accounts cleanly — e.g., a single billing entity with multiple service addresses across the country. • Partner with leadership through the post-close integration of each acquisition, flagging issues and edge cases proactively. • Pull Salesforce data each month to calculate total RMR and new RMR. • Build the monthly attrition report, accounting for new customers, price changes, discounts, cancellations, and transfers. • Maintain the trailing-six-month view used by leadership to track RMR and attrition trends over time. • Create and maintain customer subscriptions each month with the correct line items and billing cadence (e.g., monthly or quarterly). • Process account updates: billing changes, address changes, added scopes of service, and other modifications. • Serve as a point person for RMR changes in Salesforce, with leadership review before implementation.

Role Description The primary focus of this role is on account integration, with additional responsibilities in recurring-revenue reporting, subscription & billing setup, platform & central-station support, and documentation & data projects. Core Responsibilities - Account Integration: - Migrate customers from newly acquired alarm companies into Salesforce — accurately creating accounts, service addresses, contacts, and billing records. - Set up each integrated customer correctly: billing cycle and cadence, the correct recurring line items (alarm monitoring, video security, access control), and connection to the central monitoring station. - Handle multi-location accounts cleanly — e.g., a single billing entity with multiple service addresses across the country. - Partner with leadership through the post-close integration of each acquisition, flagging issues and edge cases proactively. - Recurring-Revenue (RMR) Reporting: - Pull Salesforce data each month to calculate total RMR and new RMR. - Build the monthly attrition report, accounting for new customers, price changes, discounts, cancellations, and transfers. - Maintain the trailing-six-month view used by leadership to track RMR and attrition trends over time. - Subscription & Billing Setup: - Create and maintain customer subscriptions each month with the correct line items and billing cadence (e.g., monthly or quarterly). - Process account updates: billing changes, address changes, added scopes of service, and other modifications. - Serve as a point person for RMR changes in Salesforce, with leadership review before implementation. - Platform & Central-Station Support: - Understand how the monitoring platform fits together: trouble signals, M2M cellular radios that connect alarm panels to the central station, and emergency dispatch verification. - Help confirm that customers’ alarm systems are communicating and monitored correctly. - Documentation & Data Projects: - Document standard operating procedures (SOPs) alongside the Customer Success Director. - Support and, where needed, help coordinate shared data projects with the I-Team. Qualifications - Exceptionally comfortable with technology and spreadsheets — fast to learn new tools and able to assemble data from multiple sources. - Strong Salesforce skills, or clearly demonstrated ability to master a CRM quickly (invoices, contacts, opportunities, reports, mass changes). - Meticulous attention to detail and a habit of double-checking work — accuracy is the whole job. - Calm, steady, and reliable under pressure; comfortable owning ambiguous, detail-heavy work without getting rattled. - Clear written and spoken English for coordinating with the U.S. team and the I-Team. - Self-directed and dependable in a remote, fully distributed team. Requirements - Success is defined by accuracy and thorough documentation in Salesforce and our other systems. - Integrations are completed cleanly the first time, recurring-revenue numbers are trustworthy, and the project team is kept informed through quick, clear communication. Benefits - Client Relationship: You will be directly working with the client, communicating with them, providing services, and addressing any client-related matters independently. - Payments: All payments for your services will be handled by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you. - Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client’s business needs and any specific policies or preferences they may have in this regard. Application Process - As part of your application, you’ll be asked to record your responses to the initial interview questions through a Loom video (questions & instructions are in the application page). - Our team will carefully review your submission, and if shortlisted, we’ll share your responses with the client for their review and next steps. - Please treat this recording as you would a real interview: Come prepared and make sure you’re clearly visible on camera. - Record your answers in a quiet, well-lit, and clutter-free space with a stable internet connection. - We’re excited to get to know you better! Show us your personality and strengths. We encourage you to answer authentically and in your own words, without reading from a script or using AI tools.