• Respond promptly to customer inquiries via phone, email, or live chat, addressing their concerns and providing accurate information. • Assist customers in troubleshooting product or service-related issues, guiding them through the resolution process. • Ensure timely and effective resolution of customer complaints, escalating complex issues to the appropriate departments when necessary. • Maintain a high level of product knowledge to effectively address customer inquiries and provide appropriate solutions. • Monitor and manage accounts receivables, ensuring accurate and timely invoicing to clients. • Follow up with customers regarding outstanding payments, providing friendly reminders and facilitating the collection process. • Collaborate with the finance team to resolve any billing discrepancies or disputes, ensuring prompt resolution and maintaining positive client relationships. • Build and maintain strong relationships with clients, serving as their primary point of contact for all customer support and account-related inquiries.

• Respond to resident inquiries via phone, email, or chat, delivering a positive and solution-focused customer experience • Support residents in using the property portal for tasks such as rent payments, submitting maintenance tickets, and accessing community resources • Troubleshoot and resolve payment-related issues, including transaction failures, billing discrepancies, and auto-pay setups • Guide residents through submitting and tracking maintenance requests efficiently • Utilize SAP and RealPage to manage resident records, service requests, and financial transactions • Accurately document all customer interactions in the CRM and escalate complex issues when necessary • Collaborate with internal teams to ensure prompt resolution of resident concerns • Stay up to date with portal features, policy changes, and process updates • Offer feedback to help improve the customer experience and portal usability

• Manage a shift team of 6-10 technical support agents • Manage and coach Shift Lead role as they provide support to agents on shift • Act as a trusted advisor and subject matter expert for agents • Monitor agent productivity through detailed analysis and tracking • Create/update staffing schedules to ensure even coverage for tickets • Manage the performance of direct reports through regular reviews • Hire new members of the team as needed • Streamline internal team processes to deliver world class customer service. • Represent GD customers internally, reporting product behavioral issues

• Develop detailed, accurate quotes requiring the application of complex pricing structures • Support the creation and delivery of software licensing and related customer deliverables • Manage and track customer support renewals through proactive, multi-touch engagement • Monitor license utilization and assist in identifying opportunities within existing accounts • Maintain accurate and up-to-date CRM records across prospects, clients, and partners • Translate meeting discussions into clear, actionable updates • Review reporting and ensure timely follow-up across the sales team • Contribute to detailed internal documentation and process improvement initiatives • Collaborate with sales and leadership to improve efficiency and support business growth