• You manage your ticket queue without getting overwhelmed • You solve issues quickly and move on, without getting stuck researching • You communicate clearly and keep tickets consistently updated • You take ownership and follow issues through to completion • You identify patterns and help improve how we operate • Handle escalations • Highly client-facing • Document and organize the help desk

Role Description Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now - Responsible for the day-to-day operations of an application portfolio (e.g. application maintenance, stability, innovation, development, incident, change & problem management) inclusive of a vendor team of resources within an outcome-based contract. - Respond to requests and inquiries from users. - Support research, planning and recommendation of Software and System choices to meet business needs. - Document and manage System requirements. - Monitor Supplier procedures and client interaction to ensure compliance with Voya policy and SLAs. - Review performance results and determine when application maintenance support levels need to be changed. - Seek to achieve the highest value service from vendors and evaluate vendor performance based on vendor metrics. - Review and validate service level report accuracy and escalate concerns/discrepancies. - Ensure proper coordination of software application design, development, testing, quality assurance, configuration, installation and support to ensure smooth, stable and timely implementation of work requests and issue resolution. - Provide technical and application portfolio risk management consulting leadership to managers and the supplier. - Be accountable for the technical delivery of work by the supplier for a defined portfolio. - Ensure delivery and planning of large application maintenance and currency efforts in partnership with the supplier and project management. - Coordinate with the supplier and the Application Development Project team to transition services and support the application maintenance transition activities. - Partner with architects and shared services teams to ensure Voya standards, software development practices, and compliant designs are met. - Review support documentation for Operational IT governance and ensure it is up to standard. - Identify opportunities for new services, continuous improvement and/or cost reduction and manage related change requests. Qualifications - Bachelor’s degree or foreign equivalent in Computer Science, Information Technology, Technology Management, or a related field. - Five (5) years of experience as a Software Engineer, Software Developer or a related position. - Experience must include: - Working with Java, VB.net, ASP.net, and eWam. - Working with Windows NT 6.2, UNIX, Linux, or Solaris. - Working across multiple platforms/technologies including: GitHub, Jenkin, XL Deploy, PowerShell, IBM Workload Scheduler, Business Object, SalesForce, Databases (Oracle, DB2, UDB), Task Manager, or Document Management Tool. - Supplier service delivery oversight, quality review & acceptance. Requirements - Requires a Bachelor’s degree or foreign equivalent in Computer Science, Information Technology, Technology Management, or a related field. - Five (5) years of experience as a Software Engineer, Software Developer or a related position. Benefits - Health, dental, vision and life insurance plans. - 401(k) Savings plan – with generous company matching contributions (up to 6%). - Voya Retirement Plan – employer paid cash balance retirement plan (4%). - Tuition reimbursement up to $5,250/year. - Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. - Paid volunteer time — 40 hours per calendar year. Company Description Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $144,760

• Atendimento consultivo via Zendesk, Slack e telefone, garantindo o cumprimento rigoroso dos SLAs; • Diagnosticar demandas utilizando Postman para testar nossas APIs e consultar documentações técnicas para fornecer respostas precisas; • Executar e monitorar processamentos, realizando ajustes básicos em scripts Python para garantir a qualidade dos arquivos entregues; • Acessar servidores (Linux/Windows), gerenciar entregas via S3 e manter o controle de processos atualizado via Google Sheets; • Atuar prontamente sobre alertas no PagerDuty e Slack, seguindo playbooks técnicos e acionando a lista de escalonamento quando necessário.

• Technical Support Agent field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Handle and carefully respond to all customer inquiries regarding warranty information, placing orders for parts, etc. • Troubleshooting water heaters. • Provide excellent customer service through active listening. • Work with confidential customer information and treat it sensitively. • Aim to resolve issues on the first call by being proactive. • Appropriately communicate with customers. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues.