• Lead and support BerryDunn projects providing services for state government clients, such as IV&V, project risk assessments, IT systems planning and procurement, business process improvement/analysis, independent testing, quality assurance, project management, and other similar services • Conduct fact-finding activities such as meeting observation, document review, group interviews, and surveys to identify risks and issues facing client projects • Report on project status (written and verbal)—including risks and issues—to different audiences, including client executive leadership • Facilitate meetings and interviews with client stakeholders with confidence and professionalism • Play a role in developing staff; contribute to maintaining and building a positive, fun, and innovative F&A team culture; and participate in and/or lead marketing, proposal, training and other team growth and development activities

• Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation. • Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations. • Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime. • Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base. • Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements. • Translate technical details into clear, understandable information for non-technical stakeholders and users. • Proactively identify opportunities to innovate and improve current communication workflows and systems.

• Serve as the first point of contact for customer technical support via email, phone, and web portal. • Triage, diagnose, and resolve Level 1 issues involving device setup, pairing/connectivity, configuration, firmware updates, and basic operational questions. • Gather required details (logs, photos, environment notes, reproduction steps) to enable fast resolution and clean escalation. • Provide clear customer-facing guidance with concise steps, expected outcomes, and follow-up checkpoints. • Manage case lifecycle: accurate notes, customer updates, prioritization, and timely closure aligned to internal SLAs. • Validate symptoms vs. expected behavior using internal playbooks and known-issue documentation. • Identify safety-critical indicators and ensure immediate routing per internal escalation rules. • Coordinate with internal teams to ensure smooth handoffs and maintain customer communication during the process.

• Receive, replicate, and analyze incoming software application support requests from clients through phone calls, chats, and emails in a high-pressure environment • Accurately log all relevant information in the support ticket in the issue tracking software while making sure the case information stays up to date at all times • Investigate software application issues using the available knowledge base, previous cases, and collaboration with other team members to resolve issues • Adjust the priority of issues raised to the Product Support Team based on provided guidelines and move them accordingly to appropriate queues • Escalate issues to 2nd level as necessary, providing steps to replicate, screenshots, and any additional relevant information such as log files (server traces) • Oversee assigned support cases while tracking related development fixes/product requests and communicating with clients and other teams • Through regular internal training workshops and self-learning, maintain an up-to-date working knowledge of SeatGeek products, including integrations with 3rd party products and hardware • Test/validate software application issues and bugs in both production and lower environments and work with the development team for a resolution