• Works autonomously and accountable for acting as a lead within a specialized audit practice area • Provide work direction to others • Completes a variety of complex audit projects and initiatives requiring specialist knowledge and/or the integration of cross-functional processes • Oversees and/or independently performs concurrent multiple audits and related tasks from end to end

• Respond to technical support requests through email, chat, or phone • Troubleshoot and resolve issues related to hardware, software, networks, and systems • Install, configure, and maintain applications or tools as required • Document issues, solutions, and troubleshooting steps in helpdesk systems • Escalate complex issues to senior IT staff when needed • Monitor system performance and identify recurring problems • Assist in onboarding users by setting up accounts, access, and devices • Maintain inventory of equipment and track IT related assets • Support updates, patches, and security maintenance activities

• Lead and develop high-performing IT principles and processes. • Create a collaborative, accountable team culture. • Partner with Business Operations to understand needs and priorities. • Translate business requirements into practical IT solutions. • Oversee IT operations, service delivery, and incident management. • Drive continuous improvement across systems, processes, and ways of working. • Contribute to IT strategy, risk management, and technology roadmaps. • Communicate clearly with technical and non-technical audiences. • Manage Testlio Tool stack.

• Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention. • Manage high volumes of inbound/outbound calls and providing high quality support to respondents while documenting all reach outs • Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent help desk, maintaining our company’s reputation for high-quality service • Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible • Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required timeframe per highest quality standards • Work with internal teams to troubleshoot issues that impact respondent experiences • Escalate complex issues appropriately and follow up to ensure timely resolution though outbound calls • Learn and stay up-to-date on Sago’s technologies and procedures-tech savvy • Maintaining customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality and discipline targets within stipulated timelines