• Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments • Use judgment within defined practices and procedures • Work directly with other support team members of all levels, as needed • Maintain solid customer relationships by handling their questions and concerns with speed and professionalism • Be accessible and available to multiple customers • Establish priorities and communicate rationale and time-frame clearly to customers • Suggest articles to the knowledge base in an effort to promote self-help for our customers • Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns • Receive and record incident-related information over the phone, chat, email (and other) channels using a variety of tools, techniques, and procedures. • Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues • Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to HighLevel’s software solution • Work directly with team members to resolve customer issues and request enhancements for our products • Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers. • Participate in the testing of new product releases • Resolve or recommend resolutions to customer problems • Other duties may be assigned and/or modified as business needs change

• Support users via chat, email, and/or phone • Resolve inquiries and provide accurate information • Document cases clearly and follow internal quality standards • Collaborate with the team to ensure a strong customer experience

• Respond to and resolve customer questions through chat, email, and telephone calls quickly and effectively. • Assist in onboarding, educating, and supporting our customers through their journey. • Help and guide our customers with technical and billing-related questions. • Act as a customer advocate by passing along unique questions and challenges. • Increase customer satisfaction and build loyalty by providing an outstanding, personal customer experience.

• Control Risks is seeking a dynamic and detail-oriented Resilience Support Specialist to join our embedded consulting team supporting a leading Fortune 50 technology client. • This role is ideal for a proactive professional based on the East Coast who thrives in fast-paced environments and is ready to collaborate across global time zones. • You’ll play a key role in strengthening operational resilience by supporting disaster recovery exercises, managing critical tasks, and ensuring seamless communication with client leadership. • Work closely with the client’s resilience team to support disaster recovery exercises within the client’s data center environment. • Take notes during major trainings and synthesize the information to be passed along to client leadership. • Provide exceptional support to the resilience by managing tasks efficiently and prioritizing work schedules as needed. • Communicate clearly and professionally, both in person and on camera, demonstrating excellent verbal and written skills. • Utilize current technology tools and software to complete assignments and facilitate team collaboration. • Maintain timely and accurate delivery of assignments, with a clear understanding of timeline deliverables. • Demonstrate familiarity with ticketing applications to manage and resolve support requests. • Apply knowledge of Excel and other Microsoft application products to support reporting and analysis functions. • Leverage a data center background and audit skills, if available, as an added advantage in handling specialized tasks.