• Serve as the frontline support contact for ECP customers, handling inquiries through phone, email, and ticketing systems • Troubleshoot technical and product-related issues by: • Clarifying customer needs • Identifying root causes • Recommending and explaining effective solutions • Implementing fixes or coordinating adjustments • Following up to confirm resolution • Maintain accurate customer records by updating account information in HubSpot • Document cases clearly and consistently in ECP’s ticketing system following best practices • Meet service level agreements (SLAs), KPIs, and performance metrics • Manage customer escalations professionally by leveraging product knowledge and internal resources • Participate in a rotating on-call schedule to support customers outside standard business hours • Become a product expert and collaborate with teammates by sharing insights and contributing enhancement ideas to Product Management • Support company initiatives such as new product launches, documentation updates, and adoption of new technologies • Contribute to team goals by completing tasks accurately and on time

Role Description Reporting to our Customer Care Manager, you will join as a Technical Support Specialist for our Business Intelligence (BI) products. You will be a subject matter expert on our integration processes, data validation, and analysis, serving as a key resource for our customers. Your role will focus on advising and guiding a wide array of clients, handling escalated technical issues, and ensuring they successfully leverage Lighthouse to transform their business. Where you will have impact - Manage and resolve customer cases logged via chat and email in a timely and professional manner. - Investigate and troubleshoot escalated technical issues related to integration logic, data, and system performance. - Collaborate closely with Engineering, Product, and Business Development teams to resolve complex bugs and customer issues. - Educate and empower our customers, helping them understand and achieve maximum value from our BI products. - Utilize and support AI-driven features within our platform, helping customers leverage advanced analytics for smarter business decisions. - Clearly communicate complex technical concepts to customers and internal stakeholders of varying technical abilities. - Proactively identify and suggest improvements to support processes, procedures, and internal tools. - Prepare and maintain supporting materials and product user manuals to enhance customer self-service. Qualifications - Proven success in a customer-facing role with a strong customer service mentality. - You are tech-savvy with the ability to tackle complex technical issues. - An interest in and aptitude for understanding AI-driven tools and features. - Exceptional written and verbal communication skills in English. - A strong work ethic, a detail-oriented mindset, and the ability to perform well under pressure. - You are a natural team player with experience working effectively in a cross-functional environment. - A proactive and hands-on approach to problem-solving. - Proficiency with Google Suite and other modern business applications. Requirements - A background and understanding of the hotel industry and/or revenue management principles. - Proven high customer satisfaction scores in a previous role. - Fluency in another language used within our company network. Benefits - Flexible time off: Autonomy to manage your work-life balance. - 401k matching: Up to 4%. - Health insurance: Two Blue Cross Blue Shield plans with 99% company contribution to the base plan and 75% for dependents and spouses, plus $25/month to HSA. - Vision and Dental Insurance: Dental Buy-up plan option, 50% company contributions to premiums for both employees, dependents and spouses for both. - Employee Assistance Program: 100% confidential and free. - Employer paid Short Term Disability + $50,000 Life Insurance. - Parental leave: 12 weeks of company paid primary caregiver leave, 3 weeks of company paid secondary caregiver leave, $1,500 new parent bonus, and 4 week flexible return to work plan. - Wellbeing support: Subsidized ClassPass subscription. - Referral bonus: Earn rewards for bringing in new talent.

• Lead and manage the service relationship and strategy for assigned customers, ensuring the delivery of high-quality service experiences and customer satisfaction. • Support execution of the annual customer account plan for all assigned customers. • Work collaboratively with the consulting delivery team to support the creation and development of key consulting deliverables. • Lead customer open enrollment presentations. • Work collaboratively with other members of the consulting delivery team to support the development and implementation of strategic initiatives. • Stay updated on industry trends, best practices and regulatory changes, and support education and enablement of customers regarding these developments. • Collaborate with cross-functional teams, including but not limited to sales, data operations, and product, to identify and support business development and operational improvement opportunities. • Maintain strong relationships with all customers, strategic partners, and internal Bennie collaborators. • Other duties as assigned.

Role Description Ubique Group is seeking enthusiastic and customer-focused individuals to join our Customer Service team. This role is responsible for managing inbound customer communications and delivering exceptional support experiences across multiple channels. Our Customer Service Representatives play a critical role in identifying customer needs, resolving issues efficiently, and ensuring every interaction reflects our commitment to excellence. Schedule: Monday–Friday, 8:00 AM–5:00 PM EST Responsibilities: - Manage incoming calls and service tasks - Identify and assess customers’ needs and provide effective, timely solutions - Build positive customer relationships through professional and empathetic communication - Provide accurate product, order, and service information using appropriate systems and tools - Resolve customer concerns and escalate issues when appropriate - Follow up with customers to ensure issue resolution and satisfaction - Maintain detailed records of customer interactions and transactions - Support departmental goals related to service quality, response times, and customer satisfaction - Adhere to company communication standards, procedures, and policies Qualifications - Previous experience in customer service, e-commerce, sales support, or order fulfillment preferred - Strong phone etiquette and active listening skills - Excellent verbal and written communication abilities - Strong organizational skills with the ability to multitask and prioritize effectively - Ability to work independently and in a fast-paced environment - Proficiency with Microsoft Office and/or Salesforce preferred - Strong problem-solving and customer resolution skills Requirements - Action Oriented - Results Driven - Time Management - Decision Making - Communication Skills - Customer Focus - Adaptability Physical Requirements - Prolonged periods of sitting and working on a computer - Must be able to lift 15 pounds at a time Benefits - No waiting period for medical, dental, and vision benefits - Available on day one - Company-paid life insurance and employee assistance program for all employees - 401K with company match - Employee discount on Ubique Group products - Employee-led organization Ubique Cares engages in monthly and quarterly employee engagement activities packed with fun and giveaways! - Free office chair for remote employees - Ubique offers 9 paid holidays plus 1 floating holiday per year and up to 13 Accrued PTO days per year.