• Own global Tier 1 support vendor performance, including SLAs, quality standards, and operational cadence • Lead end to end IT asset lifecycle operations, from procurement and provisioning to refresh and decommissioning • Deliver white glove executive IT support for DLUX leaders, including high priority incident response and proactive readiness • Own and continuously improve AI powered support capabilities to increase self service and reduce time to resolution • Drive measurable improvements in CSAT, first contact resolution, and overall resolution time • Improve asset inventory accuracy, fulfillment speed, and hardware availability through tighter controls and reporting • Help define and execute a 12 to 18 month IT service operations roadmap with clear milestones and KPIs • Partner cross functionally to simplify support tiering, clarify escalation paths, and improve handoffs across teams

• Lead, mentor, and develop a team of software engineers and technical professionals responsible for building and supporting enterprise applications • Provide hands-on technical leadership and architectural guidance across Java/Spring backend services, Angular front-end applications, and SQL-based data stores • Own application-level design decisions, ensuring systems are scalable, maintainable, secure, and aligned with long-term business needs • Guide modernization initiatives, including refactoring legacy systems and evolving toward modular or service-oriented architectures • Partner with product owners, business leaders, and stakeholders to translate business requirements into clear technical direction and delivery plans • Promote engineering best practices such as code quality, testing, documentation, and technical standards • Balance feature delivery with technical debt management and platform stability • Support production issues as needed, fostering accountability, learning, and continuous improvement • Leverage Azure cloud capabilities to support modern application architectures and scalable deployment models • Ensure development teams are enabled with reliable build, deployment, and release processes • Collaborate with platform or DevOps teams to align application needs with cloud and infrastructure capabilities

A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide. - We are a global team, united by our desire to connect diverse people with shared values for boldr impact.  - We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET’S START WITH OUR VALUES - Meaningful connections start with AUTHENTICITY - We do our best work by being CURIOUS - We grow by remaining DYNAMIC - Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE  - At the heart of great partnerships, we’ll always find EMPATHY WHAT IS YOUR ROLE As a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally.  WHY DO WE WANT YOU We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic. WHAT YOU’LL DO - Compose thoughtful, personalized responses to a variety of customer requests - Triage incoming requests and spot trends in customer issues to flag for the wider team - Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism - Log, manage, and follow up on all customer support tickets - Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved - Perform ad hoc tasks when requested by the client - Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting  - Ensure proper and timely escalation of issues to meet internal and external expectations - Identify opportunities and recommendations for continuous process improvement - Deliver service excellence and maximize customer service and satisfaction - Work with the external team to stay updated on product and service knowledge

Company Description Resultant is an outcomes-focused consulting firm committed to helping clients make technology a strategic asset and use data to guide better decisions. But we’re not just data and tech experts; we are problem solvers and industry experts who work alongside our clients to help them achieve their mission. We don’t solve problems for our clients. We solve problems with them. We take the time to deeply understand goals and roadblocks to drive toward outcomes that serve organizations, people, and communities. Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations. Originally founded in Indianapolis in 2008, Resultant now employs more than 450 team members who operate remotely and from offices and hubs around the United States including Indianapolis, IN; Fort Wayne, IN; Denver, CO; Atlanta, GA; and Dallas, TX. We’re Resultant. Clients partner with us to see a difference. People join us to make one. Job Description To help continue our rapid growth and solve our clients’ toughest problems, we need a Technical Support Specialist to join the team. This is a remote role; however, preference will be given to candidates located in the Indianapolis, IN or Dallas, TX areas. Occasional travel to local client locations may be required depending on business needs. If you love to solve problems and add value, please consider what your typical days might look like… - You will provide amazing support to our clients, greatly exceeding their experience of what anyone else has ever done for them. - You will escalate customer support requirements as appropriate, communicating relevant information (such as criticality and timeliness), and confirming acceptance of the escalated issue. - You will prepare desktops, laptops and miscellaneous hardware for customers. - You will keep customer documentation up-to-date and accurate. - You will deliver assigned operational and project commitments to customers, utilizing the entire customer team as necessary and as agreed with the Customer Team Lead. - You will perform customer maintenance activities on behalf of the customer team. - You will monitor the customer team’s assigned alerts in conjunction with the live helpdesk and respond appropriately. - You will work collaboratively with teams of smart, thoughtful people to best meet the needs of our clients. - You will demonstrate the ability to organize, prioritize, plan and deliver your work and commitments in a timely manner. Qualifications Some of the qualifications and skills we are expecting include the following: - You should possess excellent communication and customer service skills, both written and oral - You should be able to explain technical challenges and solutions to just about anyone, regardless of their background - You should be willing to participate in an on-call rotation and provide after-hours support as necessary - We require at least 1-3 years of experience as a Desktop Support Specialist or similar role - Prior experience working for a Managed Service Provider (MSP) is preferred - Must be willing to occasionally travel to local client locations depending on business needs - Must be legally authorized to work in the United States for any employer without sponsorship We expect that you will be able perform the following tasks daily: - Servers: Active Directory, File Permissions, Domain, Backups, Antivirus - Network: Firewalls, Switches, Wireless, Voice, DHCP, TCP/IP, DNS, VPN - Computers: Computer Replacement, IPCONFIG details, Joint to Domain, Printer Installs, Antivirus - User Support: User Profile Migrations, Outlook Setup, Mobile Device Setup (email) - Applications and Products: Office 365, SharePoint, QuickBook Additional Information What you should know about Resultant: - Rezzers are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes. - Rezzers are team players, deeply dedicated to the mission of the organization and to helping everyone around us be successful. - Resultant compensates well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals. - Resultant leaders work hard, serving as a shining example of what it means to be a great Rezzer. They are servant leaders, helping their team to be successful in all possible ways. - We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself. - We pride ourselves in having the best talent in the industry and hope that you’re up for the challenge! What our team members say about us… - “I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like Resultant.” - “I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team.” - “The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me.” All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status. Equal Opportunity Employer We embrace AI across everything we do, and that includes how you prepare for this interview. Feel free to use AI tools to research the role, practice your responses, and put your best foot forward. What matters to us is getting to know the real you — how you think, how you communicate, and what you genuinely bring to the table. Our interviews are designed to go deeper than any polished answer, so come curious and come as yourself without the support of an AI tool during our conversation. - Department: MS_Service Delivery Team - Business Unit: Managed Services