• Handling support inquiries (by phone and email) • Performing on-site installations for new customers, installing hardware and providing support and training to customers on maintaining their system • Conducting after-sales training to help customers get the most out of CowManager • Trainings are delivered both online via TeamViewer and in person on farms • Representing CowManager at events, trade shows, webinars, etc. • Collaborating with German and Dutch colleagues on (marketing) initiatives that contribute to the development of the German market

Modern Family Law, a rapidly expanding national family law firm, is seeking a compassionate and innovative Tech Support Specialist II to work remotely in Colorado. Modern Family Law offers dynamic compensation, a wide array of benefit selections, and a culture built on family.  Modern Family Law is looking for a Tech Support Specialist II who thrives in remote support, understands law firm confidentiality, and enjoys supporting macOS users in a fast-paced environment.   This position is fully remote (must reside in CO) and will support employees across U.S. time zones.  As a Tech Support Specialist II, you will provide Tier 1 and Tier 2 support for our Mac-based environment. You will serve as the first point of contact for service requests and incidents, ensuring timely resolution, clear communication, and thorough documentation. You will also support escalations requiring more advanced troubleshooting across macOS, networking, identity and access management, security tools, and legal applications. You will collaborate closely with attorneys, paralegals, operations, and management to maintain a secure, reliable, and user-friendly technology experience that meets the firm’s standards for confidentiality and compliance.  Key Responsibilities:   Tier 1 – Service Desk Support  - Frontline Support: Respond to tickets, Slack requests, and Zoom calls; triage and resolve issues related to macOS, Microsoft 365, and firm-supported applications.  - Account & Access: Assist with password resets, MFA enrollment, user provisioning and deprovisioning, and group permissions under established workflows.  - Endpoint Basics: Troubleshoot hardware and peripherals, including displays, keyboards, printers, scan-to-email, and Apple devices.  - Connectivity Support: Support secure Wi-Fi and VPN access for remote users.  - Software Support: Assist users with core tools, including Microsoft 365, Salesforce, Adobe Acrobat, Zoom, Slack, and Jamf, as well as standard firm workflows.  - Knowledge Base: Document resolutions, update how-to guides, and contribute to self-service resources to reduce repeat issues.  - Onboarding Support: Lead support coverage for Slack channels and ticket queues during new hire provisioning cycles.  - SLA Adherence: Meet established response and resolution targets.  - Escalation Management: Escalate issues as needed with clear, thorough documentation and proper handoff to Tier 2 or IT leadership.  Tier 2 – Advanced Support & Operations  - macOS Troubleshooting: Diagnose complex OS issues, including file system permissions, keychain, profiles, and system performance.  - Apple Hardware Support: Support MacBooks, iMacs, iPhones, and related peripherals.  - MDM & Configuration: Support and maintain Apple MDM solutions (e.g., Jamf Pro), including policies, profiles, scripts, app deployment, and reporting.  - Identity & Security: Troubleshoot MFA (e.g., Azure AD), endpoint security tools, disk encryption (FileVault), and certificate-related issues.  - Networking & Remote Access: Investigate persistent Wi-Fi, VPN, DNS, and performance issues for remote users.  - Legal Application Support: Provide Tier 2 support for practice management and document systems (e.g., NetDocuments, Westlaw, DocuSign), including integrations and data sync issues.  - Endpoint Compliance: Monitor device compliance, patching status, and security posture; remediate out-of-policy devices and applications.  - Vendor Coordination: Coordinate escalations with software and hardware vendors and ensure timely resolution.  - Continuous Improvement: Identify recurring issues and recommend improvements to processes, tools, and documentation.  - Other duties and projects as assigned.

• Managing and delivering timely support via email and live chat, ensuring the resolution of inquiries and concerns. • Providing comprehensive product support, assisting customers with inquiries on using our platform, and troubleshooting. • Engaging with new leads and users as part of their onboarding process. • Contributing to the Help Center by creating helpful articles and resources. • Providing feedback and collaborating with the Development, Sales and Marketing teams, to help deliver an exceptional experience to our customers.

• Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service. • Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions. • Monitor team performance, set goals, and provide regular feedback and coaching. • Identify opportunities to streamline processes and improve efficiency within the team. • Work closely with other departments to ensure seamless communication and collaboration. • Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently. • Helping customers and partners use our Promenade products to change the way local businesses connect with their community