• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system. • Troubleshoot and resolve basic hardware, software, and network issues following established procedures. • Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals. • Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting. • Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner. • Participate in occasional after hours technical support, as required. • Perform system imaging, device configuration, equipment replacements, and workstation setup. • Assist with IT projects as assigned, including hardware refreshes or software deployments. • Help maintain accurate IT equipment inventory, including tracking and documentation. • Accurately document incidents, resolutions, and follow up actions in the ticketing system. • Assist in maintaining and improving Aspire’s IT support procedures and documentation. • Follow established IT policies, standards, and best practices at all times. • Maintain a high level of professionalism and deliver excellent customer service in all interactions. • Build and maintain positive relationships with end users and IT team members. • Work both independently and collaboratively to address on site and remote support needs effectively.

• Serve as a primary technical resource for customer inquiries related to Upbound’s products Spaces, Cloud, Official Extensions, Marketplace, Registry & More delivering a “wow” experience with every single touch • Apply a structured, methodical troubleshooting approach to diagnose and resolve complex customer issues, moving efficiently from hypothesis to root cause • Triage, own, and drive tickets to resolution with urgency and clear communication proactively keeping customers informed every step of the way • Identify, document, and escalate bugs and product issues to Engineering with thorough reproduction steps, collaborating closely to ensure fast resolution • Partner with the Solutions team on complex, strategic customer requests, ensuring seamless handoffs and continuity of experience • Capture and contribute knowledge back to the team building and maintaining a high-quality internal knowledge base using KCS (Knowledge-Centered Service) methodology • Gather and synthesize customer feedback to surface trends, advocate for product improvements, and drive process enhancements across the team • Build or contribute to agentic tooling, automation, and internal workflows that meaningfully elevate the support experience and scale your own impact

• Act as the central point of contact for assigned clients in relation to client raised requests. • Manage clients’ requests in a timely and cost-effective manner, adhering to client SLAs. • Take ownership of the overall progress and resolution of an assigned portfolio of support issues. • Involved with the delivery teams in relation to requirements gathering of change requests. • Provide product setup and configuration for deliverables or to resolve live production issues. • Drive problem management efforts within the support remit, conducting root cause analysis and implementing preventative measures.

Role Description We are seeking a focused and detail-oriented General Secretary to support Amazon seller/vendor operations. This role involves submitting claims, handling disputes, and working within client-provided systems with a high level of accuracy and patience. - Submit claims on behalf of Amazon seller/vendor accounts. - Monitor, track, and follow up on claim statuses and resolutions. - Handle disputes and ensure proper documentation is provided. - Accurately input and manage data using Microsoft Excel. - Follow detailed instructions and SOPs for claim submission processes. - Maintain organized records of claims and communications. - Communicate updates clearly with internal teams or clients as needed. Qualifications - Strong attention to detail and high level of accuracy. - Patient, focused, and able to follow instructions precisely. - Proficiency in Microsoft Excel. - Good written communication skills. - Ability to work independently and manage repetitive tasks efficiently. - Experience with Amazon Seller/Vendor Central is a plus (training will be provided). Requirements - Purely work-from-home. - Night Shift (EST). - Weekly pay.