• Resolve escalated support tickets from the Phone Support team • Manage all incoming tickets from client portal and email (Tier I, II and III) • Troubleshoot advanced M365 and Google Workspace issues • Administer identity, security, and collaboration platforms • Execute New Hire onboarding requests • Configure and deploy new computers • Maintain accurate documentation in PSA system • Meet or exceed SLA and utilization targets • Contribute to knowledgebase and process improvements

• Answer incoming support requests regarding software, services, hardware, or networking issues promptly. • Manages and tracks the ticketing system, ensuring all employees are updated on support requests • Documents processes, solutions, or problems in a way that helps the Information Technology team scale solutions for the company. • Notifies direct leadership regarding recurring issues or patterns of problems in the environment; tries to find solutions to systemic issues, and presents their solutions to the team for implementation. • Escalates issues to the appropriate team member when necessary. • Maintains the confidentiality and privacy of employee and company-sensitive data. • Performs assigned tasks promptly with accuracy, efficiency, and empathy.

• Analyze data from Nest’s products to inform operational and strategic decisions. • Translate business questions into data-driven insights and recommendations. • Partner with stakeholders to gather requirements for new data initiatives. • Document data mappings, transformations, and lineage for product-related datasets. • Ensure consistency and accuracy in data definitions and KPIs. • Work closely with engineering and product teams to align data models with business needs. • Serve as a liaison between technical and non-technical teams for data-related projects. • Validate data integrity across Salesforce and other core systems. • Support compliance with HIPAA and internal governance standards.

• Quickly and effectively support clients by responding to client’ technical questions as outlined by our SLAs • Point of escalation for Technical Support Agents • Effectively identify system bugs, communicate details to the Engineering Team, manage client expectations, and communicate progress & resolutions to our clients • Understand product updates and proactively support clients when an update will affect their site / user workflow • Ensure product feedback is being submitted to the Product Team in a timely and detailed manner for both product improvements • Join daily and weekly support team calls/stand-ups • Host Technical Support Advisor Office Hours, answering clients’ questions • Review and contribute to product documentation based on client and internal feedback • Proactively help clients implement new features • Work with the support team to identify end-user issue trends and collaborate to remedy • Own updates of Salesforce Account for client details & contacts • Serve as the Subject Matter Expert (SME) for Crowd Wisdom, providing guidance and support to internal teams • Develop and refine reports for clients using the report builder, ensuring data accuracy and actionable insights • Manage technical relationships alongside the CSMs with Enterprise clients, participating in bi-monthly calls to provide technical expertise, address concerns, and drive client success. • Partner with CSMs to reduce churn and solve client friction points • Work closely with CSMs to identify trends in client feature requests • Listen for signs of churn and reach out to CSM • Communicate upgrades/issues to CSM with the lowest friction to the client • Assist the CSMs with technical requests that are escalated from calls and interactions with clients • Identify upsell/cross-sell opportunities • Continually strive to improve Technical Support Analyst processes by enhancing best practices and proactively identifying areas of improvement • Identify gaps in developed processes in our handbook and help desk in Salesforce • Collaborate to get new and updated support documentation published • Update support documentation (handbook/help desk – Salesforce) • Other duties as assigned.