• Monitor real-time performance against key metrics including Service Level, ASA, Abandon Rate, AHT, Occupancy, and Schedule Adherence • Compare actual workload and staffing to forecast and capacity plans; identify intraday variances and implement corrective actions • Manage real-time queue, skill, and routing adjustments (ring groups) to balance workload and optimize resource utilization • Coordinate with Operations to execute intraday actions such as overtime, VTO, off-phone adjustments, meetings, training, or break/lunch changes • Monitor and drive real-time adherence (RTA) to minimize unplanned shrinkage and ensure delivery of planned capacity • Identify and communicate adherence risks or behavioral trends impacting service performance • Perform intraday trend analysis of volume, handle time, and volume drivers • Provide timely and concise communication and actionable recommendations to Operations and the broader WFM team • Maintain intraday reporting and status updates on performance, risks, and mitigation actions • Create, maintain, and publish workforce schedules within WFM and ACD telephony platforms • Validate schedule integrity, staffing levels, and ring/skill group assignments

• Research new tools and capabilities within the Zoho and AWS ecosystems. • Test integrations and automated workflows. • Support the technical team with proofs of concept (PoC). • Create technical documentation and innovation reports. • Contribute to the development of new internal digital solutions.

Role Description We are seeking a Technical Support Analyst who will deliver front-line technical assistance, ensuring exceptional client support and issue resolution. This role requires strong technical aptitude, clear communication, and an ability to manage complex problems with precision. Analysts must be extremely detail-oriented as they will contribute to documenting defects accurately, contributing to knowledge resources, and supporting product integration efforts. Success in this position depends on analytical thinking, teamwork, and a commitment to high-quality service. - Provide technical support to clients, AiSPs, and ASI Consultants via ticketing system and staff via Teams. - Document and report defects. - Contribute technical articles/help tips to online resources, installation instructions, and system-specific documentation. - Contribute to the internal and/or external product integration training and documentation. - Function as an expert for a particular product to the support staff and company. - Perform other duties and job responsibilities as may be assigned from time to time. Qualifications - BS/BA in business or related field, or equivalent experience. - 1-3+ years of technical support experience, preferably supporting business applications software, and supporting high-end equipment/applications. - Strong technical background. - Basic business knowledge, including knowledge of accounting principles. - Basic technical knowledge, including knowledge of servers, networks, and SQL. - Proficient in Windows as well as various software applications. - Demonstrated problem solving and crisis management skills. - Strong conceptual and analytical skills with the ability to work as an effective member of a team. - Excellent communication skills required. Benefits - Wellness Benefits - Opportunities for Professional Growth and Development - Flexible Remote Work - Volunteer Time Off - Study Leave - Employee Assistance Program

• Provide customer support • Assist with administrative tasks • Collaborate with the customer success team