• Taking customer calls Level 2 support in break fix of office printing and imaging equipment, software solutions that we provide. • Liaising with customers when the technician will be onsite to rectify the issue including secondary callout when parts are needed. • If parts are needed, liaise with technicians about necessary onsite work and organize this with the vendors. • Distribute these parts onsite to the customers. • Remote installation for printing and imaging equipment upgrade for customers with installation of print drivers and workflows such as scan to email. • Take care of internal IT infrastructure as a system administrator. • Support future clients under an MSP and be the system administrator for the customer.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Advisor retains students from the point of enrollment to program completion and drives persistence through clinical or professional placements. The Advisor is responsible for providing outreach to students via multiple methods to support their successful completion of programmatic and placement requirements. - Completes outreach via phone, email, and text message as outlined by program-specific engagement strategies. - Responds to student inquiries via phone, email, and text message. - Collaborates with Enrollment Advisor to successfully onboard new students as required by program. - Documents all student communication and maintains relevant data points in CRM and other systems. - Documents relevant communication with cross-functional team members and performs any required action items. - Understands the fluctuations of their student population and works with Associate Director to achieve retention and placement goals. - Confirms final student and enrollment numbers at close of term for Enrollment Verification. - Conducts outreach around key progress markers for students, including registration, participation, clearance completion, grades, and at-risk indicators. - Communicates with university partner faculty or advisor contacts via email as appropriate within designated timeframe. - Provides timely escalations to Associate Director for communication to university partner or internal stakeholders. Qualifications - Bachelor's degree is required. - At least 1-2 years of related experience (i.e., Student Advising, Call Center, In/Out Bound, Customer Service) required. - Experience working in higher education or similar environment highly preferred. - Understands the needs and challenges faced by adult learners. - A passion for excellence and adaptability. - Excellent written and verbal communication skills. - Ability to multitask, prioritize, and deal with ambiguity. - Aptitude to research, critically think about, and analyze student records and policy for resolution. - A strong attention to detail including skills in record keeping and records management. - Strong interpersonal, problem solving, and customer service skills. - Outstanding listening and comprehension skills. - A genuine interest and commitment to help students achieve their goals. - Ability to work independently in the absence of supervision. - Communication Skills: Written and oral communications are clear, organized, and effective; listens and comprehends well. - Reliability/Dependability: Consistently performs at a high level; manages time and workload effectively to meet responsibilities. - Judgment & Decision-Making: Makes thoughtful, well-reasoned decisions; exercises good judgment, resourcefulness, and creativity in problem-solving. - Initiative & Flexibility: Demonstrates initiative, often seeking out additional responsibility; identifies problems and solutions; thrives on new challenges and adjusts to unexpected changes. - Cooperation & Teamwork: Respectful of colleagues when working with others and makes valuable contributions to help the group achieve its goals. - Intermediate proficiency with Microsoft Office, including Outlook, Excel, and Word. - Intermediate proficiency with Microsoft Dynamics CRM, InPlace, and assigned university partner Student Information Systems (SIS) and Learning Management Systems (LMS) preferred. - Familiarity with assigned university partner clearance tracking systems, such as Complio, CastleBranch, etc. - Comfort using multiple systems daily, navigating between systems, and learning new technology. Benefits - Embrace the flexibility of remote, hybrid, and flexible work options. - Access a competitive array of medical, vision, and dental insurance plans. - Take advantage of our Employee Assistance Program (EAP) and various mental health and well-being support programs. - Invest in your future with our tuition reimbursement and professional development programs. - Secure your retirement with our 401(k) retirement contributions and company matching. - Enjoy our paid leave policies designed to ensure you have the time to rest and recharge. - Company-supported life and AD&D insurance, along with short-term and long-term disability coverage. - Inclusive parental leave programs designed to support you and your family.

• Be the first point of contact for our customers across all brands we support • Respond to customers' incoming emails and chats • Provide multi-product support across Spotlio's suite of platforms and brands • Be the voice of the company to our customers • Log, track, and manage bugs and support tickets in Jira, communicating with Tier 2 and Tier 3 teams internally to drive issues to resolution • Assist with support queue management in Zendesk/Freshdesk • Monitor and respond to app store reviews across supported brands as part of reputation management efforts • Opportunities to participate on other sub-support teams and take on ad hoc projects

• Lead and develop a team of 7 Technical Support Engineers; • Manage and support Lead Support Engineers responsible for key support initiatives such as Knowledge Base development, AI tooling, onboarding, and quality improvement; • Conduct regular 1:1 meetings, coaching sessions, and performance reviews; • Support engineers’ professional development and career growth; • Own the operational performance of your team; • Monitor and manage support metrics such as SLA, response times, resolution efficiency, and CSAT; • Work closely with the Support Operations Manager to maintain support quality and customer satisfaction; • Manage workload distribution and team scheduling; • Continuously help Support Operations Manager to improve support workflows, processes, and documentation; • Identify improvement opportunities and implement changes; • Track trends and ensure the team operates efficiently at scale.