• Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor • Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed • Has administrative rights; can make change to systems hardware and software • Documents, reviews and ensures that all quality and change control standards are met • Partners with engineering team to resolve any SCCM Software Center issues • Maintains, upgrades and supports existing systems to ensure operational stability • Applies diagnostic utilities to as needed to complete troubleshooting activities • Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements • Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution • Tests fixes prior to closing tickets to ensure problems have been adequately resolved • Obtains and maintains license keys and associated software assets • Maintains the PCLS software server which contains manual installation packages • Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors • Interacts and builds relationships with site leadership where applicable • Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server • If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

• Engage as a pull-in specialist when the TSM identifies a customer need requiring domain depth • Lead focused, time-bound engagements: discovery sessions, configuration reviews, design workshops, and written findings with actionable recommendations • Conduct platform health checks — assessing how the customer has deployed RingCentral products against their stated business requirements • Deliver findings professionally — written output and verbal presentation to technical leads and senior business stakeholders • Document recurring product gaps, configuration limitations, and customer-requested capabilities observed across engagements • Participate in product beta programs and early access initiatives within your specialty lane • Maintain current, deep knowledge of your specialty lane across all three RingCentral business lines • Contribute to internal playbooks, configuration guides, and reference materials for TSMs and fellow SMEs

About AppDirect Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work. About Firstbase, an AppDirect subsidiary Remote work is the biggest workplace revolution in history. Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the infrastructure that makes going remote easy for companies and Firstbase is delivering this core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world. Today, we serve both workers and businesses by doing two things: we give businesses the ability to instantly support remote workers with all the physical goods they need to do great work (from computers to furniture to company swag & perks), and we give workers the ability to pick and choose what they need for their unique circumstances, then return it when they leave. About You Firstbase is on a mission to empower remote work. The Customer Experience team is the driving force delivering an unparalleled customer experience to those who have chosen to make the investment in their people. Our customers are asking us to solve the most difficult challenges behind supporting remote work; making sure remote workers are set up to be successful in their chosen space. Our Customer Experience team is the group that not only guides them on their journey, but is also their most trusted resource along the way. This team breaks through barriers and works to deliver the best customer experience possible, because it is what we would want for ourselves. We aim to take the burden of logistics off of our users across the world, while making them excited to have partnered with Firstbase. We are seeking a Customer Experience Associate to work ET and/or CT time zones to assist our customers with optimizing their experience with Firstbase. We are looking for someone who demonstrates empathy, organizational skills, as well as problem solving abilities, to assist us in the remote work revolution. Onboarding includes a comprehensive training and shadowing experience that will empower you to support our customers with ease. What you’ll do and how you’ll have an impact - Respond to and resolve customer queries and other inbound/outbound requests via email, in a thoughtful, timely and accurate way. - Act as a process and product expert, being able to quickly and accurately consult users on best practices and how Firstbase operates. - Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center. Strive to empower customers to help themselves. - Collect and share user suggestions, as well as pain points, directly with the rest of the company (particularly our Product and Operations teams). - Identify areas of operational improvement within the CX team as well as the overall organization. Feel and be empowered to make those improvements. What we're looking for - 2+ years experience as a Customer Support Specialist in physical goods operations companies, working with logistics carriers and warehouse operations - BA/BS degree or similar university education - Ability to work quickly and independently with excellent time management skills - Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills - Experience using Zendesk, Jira and/or other help desk software and remote support tools - Ability to adapt to new tools and technologies At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice #LI-DGM #LI-REMOTE

We are seeking friendly, dependable, and service-oriented individuals to join our team as a Remote Customer Service - TRAVEL ADVISOR. In this role, you will assist clients with vacation planning, help coordinate travel arrangements, and provide support throughout the booking process. This opportunity is ideal for individuals who enjoy helping others, have strong communication skills, and are interested in supporting travelers while working in a remote environment. Client Support & Vacation Planning In this role, you will: - Provide excellent customer service to clients planning vacations - Assist with researching and coordinating travel options including vacation packages, cruises, tours, and hotel accommodations - Respond to client questions and provide helpful travel-related information - Communicate with travel suppliers to confirm reservations and booking details - Maintain accurate records of client communications and travel arrangements - Stay informed on travel promotions, supplier updates, and destination information - Provide assistance to clients before and after travel when needed Skills & Qualifications Successful candidates typically demonstrate: - Strong customer service and communication skills - Ability to work independently in a remote environment - Comfortable using email, online platforms, and basic computer tools - Organized with strong attention to detail - Positive attitude and professional communication style Previous experience in customer service or travel is helpful but not required. What We Offer - Remote work opportunity - Flexible scheduling options - Access to travel industry training and resources - Ongoing support from an experienced travel team - Travel industry perks and supplier discounts when available Required - Strong customer service skills - Strong communication skills - Ability to work independently - Comfortable using email - Comfortable using online platforms - Basic computer skills - Organized with attention to detail - Positive attitude - Professional communication style Preferred - Previous experience in customer service or travel