Role Description Storable is seeking a Software Support Specialist to join our collaborative and committed Support team that breathes self-storage. As a Software Support Specialist, you will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy yet critical thinking skills, you will analyze, investigate, and resolve complex issues with clients. Shift: - Working Days: Monday - Friday - Days Off: Saturday + Sunday - Shift Hours: 9:00am – 6:00pm EST What you'll do: - Incident Handling - Primarily communicate on the phone with clients to understand their questions and/or concerns and register incidents received phone in the CRM system. - Secondarily manage a small amount of email cases daily that are assigned to you and call the customer to resolve if needed. - Classify incidents based on severity and priority. - Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents. - Investigate and resolve incidents with no known solution. - Collaborate with other team members to assist them with resolution of incidents. - Contribute and update our Knowledge Base and Communities. - Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request and manage aging of assigned requests. - Ensure service level standards are achieved (as defined by the Technical Support management team). - Handle interruptions well and move between tasks with ease while still meeting deadlines. - Incident Escalation - Troubleshoot technical issues with clients using learned product knowledge and support processes. - Collaborate with Senior or Principal Support Engineers on complex cases when appropriate. - Replicate and log reported bugs in bug tracking system. - Escalate cases to Escalation or R&D Engineers when required. - Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries. - Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer. - Customer Care - Attend virtual and classroom based training classes. - Complete certifications for company products. - Complete training for complementary 3rd party products. - Use appropriate discretion in handling critical client calls and escalating calls to management. - Perform each duty above with our customers' satisfaction as your number one priority. - Assist in training new Technical Support team members. - Contribute new content to the Support Knowledge base. - Work shift rotation to cover evenings, public holidays and weekends. Qualifications - Bachelor’s degree in Business Applications, Computer Science, or a related field is desired. - Computer/IT Certification a plus (or equivalent years of work experience). - At least 2 years of product support experience, preferably in a support analyst or technical support position preferred. - Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances. - Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues. - Excellent knowledge of customer service principles and practices with previous customer service experience. - Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures. - Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment. - A positive, professional, solution-oriented, enthusiastic and team-oriented attitude. - Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines. - Ability to follow department processes and procedures. - Experience utilizing CRM systems. Requirements - Advanced Website knowledge, DNS + AWS backend experience. - Intermediate desktop OS knowledge, understanding file paths on a local PC. - Experience using remote tools to troubleshoot. - Basic knowledge of how businesses reconcile payments and revenue. - Intermediate network communication, network security, network administration and wireless networking knowledge. - Understanding of payment processing, troubleshooting EMV devices. - Proficiency supporting multiple versions of Windows. - Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari. Benefits - Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance. - 401(k) match after 60 days, 100% vested after 1 year. - Employer contribution to your HSA, plus an HRA to help offset your deductible. - Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. - Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! - 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events. - 8 hours of Rest, Relax, Recharge time to care for your mental health. - Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops. - Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively. - ’Paw’ternity Leave and Pet Bereavement. - Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed. - $50 monthly home data stipend, plus a home office sign-on bonus of $250. - Fertility care support options to help in your journey towards parenthood. - Access to financial experts to help you make informed decisions and achieve your financial goals. - Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

Role Description As the primary point of contact for CNIB and partner services, the Customer Care Specialist is responsible for professional and thorough customer service through inbound, outbound and email contact channels. - Independently assist customers, in a timely and accurate fashion, with telephone and email inquiries. - Assist callers navigating sight loss by introducing them to Vision Loss Rehabilitation Canada’s programs and services. - Inform callers of the diverse range of CNIB services and programs, promoting awareness of community service. - Assist callers with CNIB SmartLife products, sales, returns, and investigating shipping concerns. - Provide potential donors with various ways to donate, information on fundraising events, and processing donations. - Assist CELA patrons with accessible library services. - Maintain an up-to-date awareness of CNIB and partner services, policies, and procedures. - Interact with multiple systems simultaneously. - Able to de-escalate callers who may be emotional or navigating uncertain situations. - Resolve or escalate problems, handle conflict, and make effective decisions under pressure. - Openly receive and implement feedback to demonstrate growth in the position. - Contribute to team KPI targets, including call and email quality scores. - Maintain data integrity, privacy, productivity, and quality standards. - Perform other duties as assigned. Qualifications - Able to perform all job duties fluently in English; fluency in French would be an asset. - Experience in developing relationships with customers. - Excellent interpersonal skills and positive attitude. - Detail-oriented with excellent time management and organization skills. - Professional written and verbal communication skills. - Ability to multitask between high volumes of inquiries from varying channels efficiently. - Proficiency with Microsoft Office applications and online resources. - Knowledge and understanding of Salesforce or similar Client Relationship Management tools is an asset. Requirements - College Diploma or University degree preferred. - Minimum 2 years in a relevant customer service field. - Previous Contact Center experience, including inbound and outbound calling and emails. - Personal or professional experience relating to blindness and sight loss. - Personal or professional experience working with assistive technology and/or accessible environments. Work Environment - Work flexible hours; Monday to Friday between 8:00am – 7:30pm Eastern. - Work in a remote capacity; home office space must be secure and confidential. - CNIB is committed to accommodating applicants with disabilities and will work with applicants requesting accommodations at any stage of the hiring process.

• The IS Specialist I is responsible for providing remote support and troubleshooting to our client, our field resources and our channel partners using any available tool and resources. • Provides 2nd level technical support to technicians and other agents. • Scope the work needed to be done before passing the call to a field resource. • Assist clients when needed during remote install. • Provide real time support to SCI (vendor). • Perform after hours call management. • Complete training on new product in a timely manner. • Actively seek out opportunities to work in the field and gain new skill and knowledge on newer product with the support of your direct manager. • Effective researching skills. (Global knowledge, tsrc, video nuggets). • Excellent knowledge of our software tool. • Specializes in the remote servicing and repair of Ricoh hardware and software. • Achieves expected productivity levels associated with assigned workload and level of experience. • Works closely with Sales to actively drive revenue generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads. • Effectively executes all required territory management and call handling procedures. • Completes all required administrative tasks in an accurate and timely manner. • Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed. • Maintains productive, professional relationship with all customer and company personnel. • Remotely performs a full range of servicing and repair service procedures including diagnostics, installation, on a core set of complex low volume multi-functional devices. • Demonstrates required digital competencies associated with assigned products and level assignment. • Enabling multi-functional devices to print and scan per customer requirements. • Provide 2nd level technical support to technicians and other agents. • Other duties as assigned by manager.

Role Description - Handle inbound customer inquiries primarily via telephone support, ensuring a professional and service-oriented customer experience. - Manage written customer requests during available service time to maintain efficient case handling. - Support customers with appointment scheduling, rescheduling, and cancellation related to installation services. - Provide first-level troubleshooting support for smoke detectors (no technical background required). - Assist customers with billing inquiries, explain invoice items, and guide users through customer portal topics. - Coordinate meter reading appointments and support general service-related requests. - Deliver high-quality customer service without any sales or outbound activities. Qualifications - Native / fluent in German both verbal and written. - Fluent in English (minimum B2 level). - Previous experience or strong motivation for telephone-based inbound customer support. - Stable internet connection and electricity supply suitable for remote work (speed test required). - Confident PC and digital communication skills. - Calm, patient, and service-oriented personality with clear and structured communication style. - Reliable working approach, quick comprehension skills, and willingness to handle written inquiries. - Interest in a long-term customer service role and no interest in sales-oriented projects. Requirements - Fully inbound customer support role with no sales responsibilities. - Structured onboarding and clear processes to support success in the role. - Stable full-time employment within a well-established service environment. - Opportunity to develop customer service expertise in the energy and property management sector. - Supportive team environment focused on quality customer experience. - Availability to work within service hours Monday–Friday, 08:00–18:00.