• Triage & prioritize critical infrastructure issues versus non-critical requests; • Extract technical data: error codes, version numbers, and hardware IDs; • Document incidents in a clear, structured way, including steps to reproduce; • Use logical deduction to isolate faults and troubleshoot effectively; • Guide users remotely on physical checks: cabling, power, and LED status; • Handle sensitive customer data with care and security; • Maintain deep understanding of client solutions and meet KPI; • Communicate escalation paths and expected response timelines clearly to stakeholders.

• Break down complex customer questions into manageable pieces • Work with engineering and documentation teams to ensure product documentation is accurate • Consistently deliver high-quality support to customers • Aggregate user feedback for actionable next steps • Monitor public GitHub repositories to assist users

Would you like to work from home while making a difference in someone's life? Do you have an extra room in your home? Are you willing to provide care, a social and engaging life for a person with cognitive disabilities? Our Shared Living program matches adults with developmental disabilities with welcoming individuals or families in their community for long term, in-home placement. The goal is to have the provider family integrate the individual into their home and community life. Riverside is there every step of the way to provide support to both the individual and the provider family. We are committed to the philosophy that individuals with developmental disabilities thrive when they are able to live in a family home. Over time, these new family members develop meaningful relationships and learn to be independent and active members of their community. This model enriches the lives of all who are involved. The individual will live in your home and need assistance with meal preparation, transportation to medical appointments and medication administration. Past experience is helpful, but not required, training and on-going support will be provided. We have opportunities in the following locations: Rowley, Boxford, North Andover, Andover, Methuen, Haverhill, and Tewksbury. Pay Rate: This is a stipend-based arrangement determined by the Massachusetts Department of Developmental Services (DDS) based on the level of need of the individual supported. Stipend amounts vary accordingly. - The benefits from becoming a Provider also include having someone become an integral part of your family and community! If you would like to learn more about becoming a Provider, please contact Holly Pyne ext. 3001 or Karen Bethune ext. 3003 at 781-762-8539. - The application can be found at https://www.riversidecc.org/wp-content/uploads/2024/08/Care-Provider-Application-1.pdf - To submit your application please send it to Holly Pyne via fax at 781-762-9094 or via email to hpyne@riversidecc.org - Questions can be emailed to sharedliving@riversidecc.org To learn more about this wonderful program, please watch this inspiring video: https://www.youtube.com/watch?v=whTbSPn9Fiw

• Investigate escalated voice-quality issues such as robotic audio, jitter, packet loss, one-way audio, latency, and dropped calls • Troubleshoot call routing and telephony behavior across SIP, VoIP infrastructure, and WebRTC applications • Analyze logs, signaling data, and call traces to identify root causes of calling issues • Support troubleshooting of inbound and outbound call failures, number reachability, and caller ID issues • Lead technical troubleshooting sessions with customers to investigate voice-quality and connectivity issues • Translate complex technical findings into clear explanations for customers and internal stakeholders • Maintain strong communication throughout investigations, particularly for high-impact or sensitive cases • Work closely with Engineering and Product teams to diagnose platform-level issues • Collaborate with telecom carriers such as Twilio and Bandwidth to investigate service behavior and routing problems • Help drive resolution of systemic issues affecting multiple customers • Train frontline support teams on voice-quality troubleshooting and escalation best practices • Improve escalation processes to ensure high-quality case handoffs • Create and maintain internal troubleshooting documentation • Monitor support trends and identify recurring voice-quality issues • Recommend improvements to product features, support processes, and customer troubleshooting workflows