• Log, track, update, and resolve help desk tickets while maintaining detailed resolution notes. • Ensure accountability, transparency, and consistent service delivery. • Provide Tier 1 support including basic troubleshooting and IT assistance. • Assist with account setup, password resets, permissions, and access changes across systems and tools. • Support secure and efficient user access management. • Assist with routine system checks, updates, backups, and basic maintenance tasks. • Help prevent issues before they impact operations and users. • Maintain accurate documentation of tickets, system procedures, and recurring issues. • Contribute to internal knowledge bases and self-service resources for end users. • Provide clear, professional, and supportive assistance to users.

• Collaborates with team members across multiple departments to ensure resolution of product issues through Tier I support • Monitor Helpdesk queue for tickets and resolve users’ tickets in a timely manner • Follow up with partners and users regarding their ticket status • Work with accuracy to ensure there is no breach of PHI • Serve as tier 1 support on platform training for internal and external users • Manage partner information within Salesforce CRM • Escalate support tickets to experienced product SMEs as necessary • User account provisioning and maintenance of accounts

• Research, design, and develop computer and network software or specialized utility programs. • Deliver personal tasks on time and lead the delivery of tasks for natural or cross-functional workgroup; • Participate on initiatives, with deliverables and meet quality standards, on time; • Create Application and System Design Documents for Oracle E-business order management and Financial Modules; • Develop Applications / Reports / Systems; • Estimate component/application and system level work efforts; • Design, Develop and Implement Complex Business Rules for Oracle E-business Modules; • Responsible for fulfilling end-user requests; • Provide on call support as required.

• Respond promptly to Dealer inquiries via phone, email, and chat regarding the Quoting platform • Guide Dealers through the quoting process, including account setup, product configuration, pricing, and submission of quotes • Troubleshoot and resolve technical issues related to platform access, system errors, and data discrepancies • Document and track reported issues, feature requests, and feedback, escalating to technical teams when necessary • Provide clear, step-by-step instructions and training resources to help Dealers maximize platform functionality • Maintain up-to-date knowledge of platform features, updates, and best practices • Collaborate with cross-functional teams (Product, IT, Sales) to ensure Dealer satisfaction and continuous improvement of support processes • Monitor and report on common issues and trends to inform product enhancements and Dealer education initiatives