Build Your Future with Hyphen While Our Clients Build Homes with Your Support. We Build a Trusted Homebuilder Network, Unifying the Construction Supply Chain. GENERAL DESCRIPTION: The Second Level Customer Care Representative is responsible for researching and resolving customer issues including those issues escalated from First Level Representatives and critical or high- priority issues. Second Level Representatives act as Subject Matter Experts for Hyphen applications and assist First Level Representatives, clients, and other Hyphen personnel in investigating and resolving a wide variety of issues. Hyphen application expertise and SQL knowledge are required to resolve issues within service level agreements. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Become subject matter expert in all our software applications - Responsible for becoming the subject matter expert for integration, responsible for any integration issues that arise and work with integration support to get them resolved - Utilize SQL knowledge and application expertise to answer escalated questions from 1st level - Utilize SQL knowledge and application expertise for internal reporting and projects as needed - Write SQL statements to research and correct data issues - Gather customer ad-hoc requirements for information, utilize SQL to gather results and present results back to customer in a professional manner - Escalate issues, as appropriate, to 3rd level support or management. - Assist customer care in achieving service level agreements and act as a resource for customer care to achieve this requirement - Answer questions via telephone and email for customers requesting assistance with support. - Deliver On-Line training to customers via phone/internet. - Proactively identify, monitor, and follow up with users having difficulty with the applications. - Document issues and resolutions and record all activity and communications regarding issues. - Follow up with Clients to keep them informed of the status of resolved and unresolved issues - Adhere to internal policies and procedures and recommend improvements, when needed, to provide consistent and exemplary customer service - Manage time appropriately to handle multiple open calls, call backs from escalation partners and follow-up with Clients in a thorough and timely manner - Communicating openly, honestly and constructively - Treat all employees and Clients with dignity, respect and courtesy - Take responsibility to resolve concerns and issues with the team, other departments, and with Clients - Assist in training 2nd level customer care Representatives - Able to maintain schedule as provided by management - Other duties as assigned QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty as described above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Bachelor’s degree is required. - A degree in Computer Science, Information Management or Information Technology preferred. - Minimum of two years experience in a customer support role at a software company preferred. - Strong problem resolution skills - Prior applicable experience in a software support environment while rapidly learning new technologies is preferred. - Knowledge of Microsoft Office Suite (2013/365), HTML, Windows 7/8/10, Wireless handheld devices (tablet/iOS/Android) preferred. - Excellent presentation and communication skills (verbal and written) - Must be goal oriented and work independently but also work well in a team environment. - Must be highly organized with ability to prioritize tasks and manage time accordingly. - Must have excellent phone manner and presence - Ability to work as part of a team, yet be a self-starter - Strong communication, reasoning, and logic skills - Must be able to work with all levels of customer and Hyphen personnel - Ability to handle multiple tasks and adapt to a fast-paced changing environment. - Homebuilding/Construction experience or industry knowledge desired. PHYSICAL REQUIREMENTS: - On-Call rotation required - Must have internet access

• Cumplimiento de los compromisos de servicio, así como mantenimientos preventivos y correctivos contractuales, con cada uno de nuestros clientes. • Esto incluye brindar servicio técnico (remoto o en sitio) a nuestros equipos de tecnología, además de atender incidentes sobre fallas que éstos pudieran presentar. • Atención a solicitudes de técnicos de campo. • Aprobación de partes para resolver incidencias. • Validación de solicitudes de garantía. • Realizar conexiones remotas para resolver averías en terminales. (TPV, Servidores, PC, Impresoras) • Realizar conexiones remotas para personalización de endpoint. (cuando la imagen es nueva) • Diagnóstico y solución en presencial. • Validar disponibilidad de piezas en herramienta prophet.

• Provide expert guidance and advice to customers on OTA connection types and their features. • Proactively troubleshoot and resolve technical issues related to platform integrations and connectivity. • Take ownership of cases, guiding customers through the process to ensure resolution. • Respond to requests via email, phone, chat, and screen-sharing sessions, ensuring timely and effective support. • Deliver excellent customer service and maintain high levels of customer satisfaction. • Build and maintain strong client relationships through clear, consultative communication. • Collect, report, and escalate customer feedback to relevant teams, ensuring follow-up and continuous product improvement.

Role Description The Senior Technical Support Engineer provides advanced technical support for our financial modeling and quantitative analytics software. This role sits at the intersection of technical support and consulting, requiring deep mathematical and quantitative expertise to diagnose and resolve highly complex, low-volume issues rooted in financial modeling, market data, and algorithmic logic. This role is an intentional entry point into our organization for early-career quantitative professionals. You will work alongside our quant research team and gain exposure to the full breadth of our modeling infrastructure, with a clearly defined path to grow within the organization as you develop product expertise. If you are a recent mathematics or quantitative finance graduate looking to break into the financial markets industry - and you want to do meaningful, intellectually rigorous work from day one - this role is designed for you. Key Responsibilities - Diagnose and resolve highly complex, low-volume technical issues related to financial models, quantitative methods, and market data integrations — issues that often require extended investigation to fully unwind. - Serve as the critical boundary between support and consulting: determine whether a reported issue is a product defect or a user implementation error, and guide clients accordingly. - Engage directly with clients on deeply technical matters, translating complex mathematical or computational problems into clear, actionable recommendations. - Collaborate closely with the Quantitative Research team to escalate defects, validate modeling behavior, and inform product improvements. - Partner with the Services/Consulting team when client issues require hands-on model guidance. - Document complex issue resolutions thoroughly to build institutional knowledge. - Contribute to knowledgebase content focused on quantitative methodology, model usage, and advanced configuration scenarios. Key Qualities - Intellectually curious and rigorous - you enjoy sitting with hard problems and working through them methodically. - Comfortable with ambiguity - you can investigate an issue without a clear answer in sight and remain effective throughout. - Detail-oriented with strong analytical instincts - you notice what others miss and trust data over assumptions. - Collaborative without needing to be the loudest in the room - you work well with quant researchers, engineers, and client-facing teams. - Self-directed - you manage long-running investigations independently and communicate proactively. - Resilient under pressure - you maintain composure when handling complex, high-stakes client issues. Background & Skills - Degree in Mathematics, Statistics, Financial Engineering, or a closely related quantitative field — required. - 0–2 years of professional experience; recent and upcoming graduates strongly encouraged to apply. - Hands-on experience with financial modeling through coursework, research, or internships in a quantitative or research environment. - Strong foundation in quantitative methods: statistics, probability, linear algebra, calculus, and numerical methods. - Ability to read and reason through code to isolate model behavior (Python, R, or similar preferred). - Familiarity with financial markets concepts such as pricing models, risk metrics, and market data — through academic or professional exposure. - Strong written and verbal communication skills for conveying complex technical findings to sophisticated clients.