• Serve as the primary point of contact for dealers reporting website issues through email, phone, or our internal ticketing system. • Participate in a phone queue, answering inbound calls from dealers and documenting support requests. • Troubleshoot a wide range of website-related issues, including AEM configurations, inventory discrepancies, third party issues, and site performance concerns. • Utilize knowledge of automotive inventory management systems to investigate and resolve issues with vehicle data display, missing inventory, or incorrect pricing and details. • Collaborate with Tier 2 and development teams to escalate complex technical issues when necessary. • Maintain accurate documentation of issues, troubleshooting steps, and resolutions within support tickets. • Communicate promptly and professionally with dealers regarding technical issues, updates, and next steps. • Educate dealers on website functionality, inventory handling, and platform best practices. • Use Adobe Experience Manager (AEM) to support site structure, content updates, and issue resolution. • Conduct validation and QA checks to ensure technical issues are resolved accurately and thoroughly.

• Support the Design Schedule & Efficiently platform users in their day-to-day use of the system as it relates to their daily operations • Manage Accounting Seed release cycles, including: reviewing release notes, identifying relevant and impactful changes, communicating major updates to the accounting team • Perform upgrades in Sandbox, execute end-to-end accounting testing, and validate posting and GL entries. • Deploy approved updates to Production and configure required system settings • Ensure new releases do not impact existing accounting processes or financial accuracy • Maintain documentation and SOPs related to accounting seed upgrades. • Investigate system issues reported by the accounting team and identify root causes • Assist with user access, configurations, and permissions related to accounting modules • Understand accounting workflows (AP, AR, GL, invoicing, payments) to analyze errors and issues • Communicate with end users on their issues to understand the steps taken and ability to recreate, if possible, in our test environments • Responsible for the handling of initial calls from users and the entry of software defects in the event tracking system • Identify and escalate situations requiring urgent attention based upon internally established SLA • Work effectively as a team member with all members of the organization • Utilize Intercom and Atlassian (Jira) software for communication with end users and reporting issues to the development team, respectively • Review issues reported by users to assess, develop, and implement training programs for key workflows in the platforms • Maintain current knowledge of the platforms and continually update learning documentation and videos accordingly

• Identify and troubleshoot common client incidents. • Research issues using CRIO resources and test solutions in sandbox environments. • Document incidents, workarounds, and resolutions for future reference. • Escalate complex technical issues as needed. • Work with Customer Experience (CX) teams to highlight critical client concerns. • Coordinate with the Product Team to escalate support tickets requiring Engineering intervention. • Develop expertise in CRIO systems, completing all required modules and certifications. • Reference standard operating procedures (SOPs) to guide client interactions. • Provide client support via LiveChat, email, and direct communication. • Engage in internal communications via Slack, email, meetings, and JIRA boards. • Continuously refine customer engagement and troubleshooting communication skills.

• Handle inbound calls, emails, chats, and portal messages in English and Spanish. • Assist guests or residents with inquiries related to reservations, leases, payments, check-ins, and house rules. • Provide timely updates and resolutions to issues while maintaining a professional tone. • Support STR operations such as booking confirmations, guest communications, check-in/check-out coordination, and issue escalation. • Support LTR operations including tenant inquiries, lease-related questions, renewals, and move-in or move-out coordination. • Log maintenance requests and coordinate with internal teams or vendors. • Follow up on open tickets to ensure resolution and guest or resident satisfaction. • Accurately document all communications and actions in property management systems. • Update notes, tickets, and records in real time to maintain data accuracy. • Identify service gaps and escalate issues that may impact guest reviews or resident retention. • Support retention efforts by ensuring positive service experiences.