• Help small businesses and Non-Profit organizations with a wide range of technology solutions. • Provide outsource IT support to clients in the Austin metro. • Perform routine end-user support and respond to service calls. • Assist with virus cleanup, data recovery, and migration to the Cloud. • Handle cabling projects and support clients with networking needs. • Collaborate with vendor's technical support to resolve issues. • Maintain client relationship and support staff effectively.

• Atendimento de suporte técnico N1 (telefone, chat, e-mail ou presencial) • Registro e acompanhamento de chamados em ferramenta ITSM • Suporte a hardware (desktops, notebooks, impressoras e periféricos) • Instalação e configuração de sistemas operacionais e softwares • Suporte a Microsoft 365 / Google Workspace • Gestão de acessos (reset de senha, criação de usuários e e-mail) • Apoio em redes básicas (Wi-Fi, VPN, TCP/IP, DNS e DHCP) • Escalonamento de chamados quando necessário • Cumprimento de SLA e organização de prioridades • Documentação de atendimentos e soluções

• Research and identify solutions to various problems related to energy-saving solutions including but not limited to HVAC systems, refrigeration systems, metering, etc. • Track customer issues through to resolution, within agreed time limits • Communicate with clients and 3rd party vendors through a series of actions, either via phone, email, or chat application • Properly escalate unresolved issues to appropriate internal teams (e.g., software developers) • Provide prompt and accurate feedback to customers • Ensure all issues are properly logged • Prioritize and manage several open issues at one time • Follow up with clients to ensure their equipment is fully functional after troubleshooting • Prepare accurate and timely reports • Document technical knowledge in the form of notes and manuals • Deliver training to vendors on systems, processes, and technologies

• Owning customer interactions across in-app chat, email, and calls, delivering timely, accurate, and high-quality support • Supporting our customers in day to day utilization of Opus1 as well as supporting DIY onboarding customers with real time implementation questions • Troubleshooting product issues and guiding customers through workflows with clarity and confidence • Maintaining strong response and resolution times aligned with support SLAs • Creating “a-ha” moments by helping customers better understand and adopt the platform • Utilizating HubSpot to manage, prioritize, and resolve tickets with strong ticket hygiene (tagging, categorization, documentation) • Following triage and escalation protocols to ensure issues are routed and resolved efficiently • Identifying recurring issues and surfacing trends to Support leadership • Supporting the maintenance of Knowledge Base articles, FAQs, and internal documentation to improve self-service and team efficiency • Partnering cross-functionally with Customer Success, Onboarding, Product, and Sales to ensure seamless customer experience, issue resolution and feedback loops