• Troubleshoot and resolve technical issues for Aerospike customers across diverse environments (cloud, hybrid, on-prem). • Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement. • Participate in real-time customer remediation efforts and live incident resolution. • Act as a customer advocate to ensure timely and accurate issue resolution. • Support enterprise customers with mission-critical systems and real-time data use cases. • Assist with new deployments, configuration guidance, and performance tuning. • Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities. • Contribute to a collaborative, agile, and globally distributed support team.

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future. SCOPE OF WORK: The Information Systems Coordinator provides technical assistance, support, administration, and development for RAI’s primary information systems, IRIS and ETO. The position reports to the Deputy Director, Information Systems, serves on RAI’s Research, Analysis, and Learning team at HQ, and is supported by 4-6 additional Information Systems support staff and interns. This is a critical role that helps to ensure that RAI meets its goal of data-driven, evidenced-based programming. Responsibilities include responding to incoming requests for support from 1000+ end users, troubleshooting issues, and working toward a swift and thorough resolution of each issue per Information Systems support and escalation protocols. The focus for this role will be developing, updating, and disseminating training and training resources to staff throughout the network. Additional responsibilities include providing assisting with quarterly release of system enhancements, bug fixes, and larger-scale build-outs (including custom query and report building), data quality assurance, and attending regular meetings with team members and other stakeholders. RESPONSIBILITIES: - Serve as an expert in IRIS and ETO systems from both the end user and system administrator perspectives. - Provide end-user support to 1000+ users by adhering to Information Systems support escalation protocols, including the ServiceNow ticketing system, and meeting set targets for response rate and resolution time. - Manage new account creation requests in accordance with the enterprise-wide account limit. - Facilitate trainings for staff across the network. - Produce, update, and disseminate training resources. - Hold office-hour type training and Q&A sessions for office staff as needed. - Serve as the point of contact for ETO Local Site Administrators and facilitate bi-weekly meetings. - According to the quarterly release schedule, participate in release planning and execution of system enhancements (including custom query and report-building), bug fixes, and larger-scale buildouts. - Work with Information Systems support staff, program staff, and technical advisors to develop and implement quality assurance measures. - Coordinate regular meetings with team members and other stakeholders, such as technical advisors at HQ, to ensure the system meets program and departmental needs. - Other duties as assigned. REQUIREMENTS: - University degree strongly preferred, ideally in Social Sciences, Information Systems, or related field. - Knowledge of or experience with social service case management or program management software (preferably ETO), client relationship management, relational databases, or other information systems for client management. - Demonstrated experience with Microsoft Office suite, particularly Excel. - Attention to detail and the ability to follow instructions fully and precisely is essential. - Ability to quickly learn information systems and support software including IRIS, ETO, and ServiceNow - Solid organizational skills: the ability to work productively and accurately while under pressure in a fast-paced, demanding environment. - Flexible work attitude: ability to work in a team environment & independently and meet unexpected demands. - Strong customer service skills. Compensation: (Pay Range: $24.00 - $36.00) Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements. PROFESSIONAL STANDARDS All International Rescue Committee workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct. Our Standards are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation. IRC is committed to take all necessary preventive measures and create an environment where people feel safe, and to take all necessary actions and corrective measures when harm occurs. IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity to deliver the best possible services to our clients. Cookies: https://careers.rescue.org/us/en/cookiesettings US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $163 per month, dental starting at $6.50 per month, and vision starting at $5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles. Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

• Responsible for technical customer support experience within the Wiz product • Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams • Identify cases that require escalation (either technically or strategically) • Create, maintain, and coordinate incident management requests to product or engineering • Design and implement solutions that scale the support offering through automation • Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Overview At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? As a Senior Administrator-Commercial Contact Operations Advisor Support Team (COAST), you will be responsible for all support help to provide Commercial Sales, (Account Executives, Managers, Advisors, SR’s and Mentors) commercial support, (Project Consultants, Solutions Consultants, Sales Engineers) and Order Processing teams (OCV Advisors, Seniors, Supervisors and Managers) with necessary assistance and functional support on all strategic initiatives, processes, procedures, applications, products, financial dispute questions, billing, and promotional campaigns. You will assist with Commercial Sales/support order questions, functional application questions and investigation of billing issues, Salesforce functionality, and you will be responsible for the creation and distribution of support-related communications to Commercial Sales, support and Order Processing teams. You will provide on-going maintenance and issuance of communications to all Commercial Sales, Support, Marketing, and Order Processing teams. Additionally, you will be responsible for functional user acceptance testing of commercial sales and order processing applications including Salesforce, Order Workbook (Microsoft Excel), SABRE, DESI, RNW/SFA, MetaSolv, Service Availability, Verigate, IMA, INAT, RMS, Customer Link, CSG, and UTS. You will work regularly with Telecom IT personnel on system trouble escalations, and application management. You will attend PAC meetings regularly to represent and understand new commercial products, and the impact on the various systems supported and prepare new processes to support the teams. Hours: This position has a scheduled shift of 8:00am-5:00pm Central Time Monday-Friday. This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates. Responsibilities - Level I - III help desk support, including: - Develops and maintains knowledge necessary to support personnel on all strategic initiatives, processes, procedures, applications, simple and complex products, and promotional campaigns. Assists Commercial Sales/Support and Order Processing associates with order processing questions, functional application support and investigation of billing issues. - Responsible for the assembly, distribution and implementation of sales, support and system usage communication information. - Works with the Commercial Sales team, BSSC advisors, Seniors, Supervisors and Managers to implement and find answers/solutions to billing issues and questions, service address issues, workbook assistance, order and reject help, and other specific commercial sales and support issues. - Responsible for service address update requests and working on them with the appropriate teams ensuring system updates are made - Responsible for CNAM escalation updates. - Responsible for Salesforce support requests, working with Sales Operations and multiple other teams supporting the CRM tools that sales and support teams work in. Also escalating and working with various IT resources to resolve, change process, and make things better. - Performs functional user acceptance testing as new releases become available by working closely with Telecom IS on known issues. Assists in the identification of system issues and acting as a SME in order entry and billing systems. - Develops and maintains knowledge necessary to support strategic and complex Commercial Sales practices and procedures necessary for providing quality customer service. Creates and facilitates the rollout of new and/or revised procedures throughout the organization as needed. - Represents, participates and works with Product Managers in the product management PAC meetings. Takes the lead for Commercial Sales and Support for all simple to complex and technical projects, works on process, and results with the team leads, participates, implements, and coordinates new product rollouts. Helps the Commercial Sales and Support teams including the BSSC teams as well, to establish a consistent sales and support method in order to capitalize on all sales opportunities and works with the Order Processing teams with implementing new processes. - Keeps abreast of developments in new technologies, markets, and desired new applications through regular contact with customers, vendors, and peers inside and outside of TDS. Qualifications Required Qualifications - Bachelors degree (or higher) -OR- 4+ years professional work experience. - 4+ years’ experience in sales, customer service or marketing position. - 2+ years’ experience in a leadership/lead or mentor role. - 2+ year’s analytical or financial experience. Other Qualifications - Understanding of TDS commercial products and services. - Understanding of TDS customer service policies, processes and procedures. - Proven strength in project management, multi-tasking, time management, and organizational skills. - Knowledge of TDS’s organization and telecommunications industry. Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today! Benefits We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority! Associates scheduled to work 20 or more hours per week have access to: - Medical Coverage - Dental Coverage - Vision Coverage - Life Insurance - 401(k) Plan - Generous Vacation & Paid Sick Leave - Seven Paid National Holidays & One Floating Holiday - Paid Parental Leave (6 weeks after 12 months of employment) - Adoption & Surrogacy Assistance - Employee Assistance & Wellness Programs Associates working 30 or more hours per week additionally have access to: - Short-Term & Long-Term Disability - TDS Service Discounts - Education Assistance - Paid Volunteer Time In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here. Who is TDS Telecom? TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law. Pay Transparency The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards. Pay Range (Hr./Yr.) $67,000.00/Yr. - $108,800.00/Yr.