• Become an expert in all of the company’s products. • Respond to user support cases in a high volume environment. • Clearly and empathetically communicate with a wide range of user personas. • Prioritize critically and comfortably adapt to an ever-evolving product landscape. • Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale. • Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates. • Provide technical support to customers via phone, email, and chat in accordance with agreed SLAs. • Diagnose, address, and resolve technical issues efficiently and accurately. • Escalate complex issues to higher-level support following established processes. • Perform investigation and problem tracking to ensure that issues are properly prioritized, documented, tracked, and resolved. • Participate in training sessions to enhance technical skills and product knowledge. • Share relevant customer insights and feedback with cross-functional teams to support continuous service improvement. • Maintain productivity, quality, and customer satisfaction metrics.

• Administration and documentation of business systems/solutions • Setup computer workstations and prepare workstations for remote deployment • Remote support of dental office technology implemented here at Community Dental Partners

• Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system. • Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation. • Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.

• L1 escalations: intake, triage, diagnosis, and resolution of tickets not closed at L1. Includes admin operations in corporate tools, access provisioning, complex technical requests, integrations, and alerts from monitoring systems. Work within agreed SLAs for response and resolution; escalate further when outside scope or ownership boundaries. • Onboarding & offboarding support: creation and deprovisioning of accounts in corporate SaaS tools, MDM enrollment where applicable, credential handoff, and baseline laptop setup in line with internal processes. • Incident response: phishing, account compromise, lost/stolen devices, malware, and other security alerts — containment, remediation, and follow-up actions using documented playbooks. • Automation & integrations: drive continuous improvement through scripts, APIs, Zapier/n8n (or equivalents), and integrations to eliminate repetitive manual work. Automation does not have to be your current strongest skill, but initiative and genuine interest are required. You can consult with our Tools Engineer, but ideas and ownership should come from you. • L1 mentoring & documentation: provide regular feedback and coaching, maintain and improve L1 instructions and runbooks, and document automations and recurring operational procedures. • Corporate SaaS administration: admin ownership over our core collaboration and identity stack (e.g., Slack, Notion, Google Workspace, 1Password) plus other corporate SaaS tools — configuration, access policies, audits, and license usage control. • SaaS lifecycle management: maintain the SaaS registry in Notion, provide reporting for Vendor Management ahead of renewals; evaluate new tools and roll out after approval; decommission outdated tools. • Identity-related incident playbooks: develop and maintain playbooks for phishing, account compromise, suspicious sign-ins in Google Workspace, and credential/access rotation. • At Fundraise Up, AI is a default tool, not an experimental one. We expect every team member to actively use AI in their day-to-day work, identify where AI can change the shape of problems in their function, and grow their fluency as the tools evolve. You should already be using AI meaningfully in your work and understand where it adds value and how it can improve the way you operate.