Role Description Provides technical assistance and customer support through phone and email to customers. Resolves product and system issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources. The hours for this position are Monday - Friday, 10am-7pm Eastern Time. Key Responsibilities - Serves as the first point of contact for customers seeking technical assistance over the phone or email, handling roughly 30-35 calls per day. - Performs remote troubleshooting through diagnostic techniques and discovery questions. - Serves as a technical subject matter expert to internal and external customers. - Installs data uploading and integration tools through remote access of customers' computers (EUT/Data pumps). - Walks customers through the problem-solving process. - Directs unresolved issues through the escalation process, including providing status updates to customers. - Participates in project assignments including product launch support, identifying workflow efficiencies and revenue retention initiatives. Qualifications - Requires a high school diploma or GED (General Educational Development). - Requires a minimum of one (1) year of educational training or work experience in the fields of computer information systems or technical customer support. - Moderate experience with Microsoft Outlook and Excel. - Comfort working with computers (making changes in system folders, remote accessing customer computers and product troubleshooting). - Effective communication and interpersonal skills. - Ability to input customer information into a CRM (Customer Relationship Management) system. - Attention to detail when interacting with customer data and systems. Requirements - Availability to work a 10am-7pm Eastern Time zone work schedule Monday - Friday. - 100% remote (requires reliable internet access with a secure work environment). - Must be available to work company holidays if needed. Benefits - Flexibility in work arrangements (remote, hybrid, or in-person). - Strong sense of camaraderie and community. - Empowerment to take risks, learn, and grow within a dynamic and supportive environment.

Role Description Provides technical assistance and customer support through phone and email to Spanish-speaking customers. Resolves product and system issues through effective communication, troubleshooting and diagnosis, to include resolutions such as brief product overviews and/or referrals to available training resources. To be eligible for this position, candidates must possess the bilingual ability to speak and write fluently in Spanish and English and work a 10am-7pm Eastern Time work schedule Monday - Friday. Key Responsibilities - Serves as the first point of contact for Spanish-speaking customers seeking technical assistance over the phone or email. Will handle roughly 30-35 calls per day. - Performs remote troubleshooting through diagnostic techniques and discovery questions. - Serves as a technical subject matter expert to internal and external customers. - Installs data uploading and integration tools through remote access of customers' computers (EUT/Data pumps). - Walks customers through the problem-solving process. - Directs unresolved issues through the escalation process, including providing status updates to customers. - Participates in project assignments including product launch support, identifying workflow efficiencies and revenue retention initiatives. Qualifications - Requires a high school diploma or GED (General Educational Development). - Requires a minimum of one (1) year of educational training or work experience in the fields of computer information systems or technical customer support. - Fluency communicating and writing in English and Spanish. - Moderate experience with Microsoft Outlook and Excel. - Comfort working with computers (making changes in system folders, remote accessing customer computers and product troubleshooting). - Effective communication and interpersonal skills. - Ability to input customer information into a CRM (Customer Relationship Management) system. - Attention to detail when interacting with customer data and systems. Requirements - Must understand, write and fluently speak in English and Spanish. - 10am-7pm Eastern Time work schedule Monday - Friday. - 100% remote (requires reliable internet access with a secure work environment). - Must be available to work company holidays if needed. Benefits - Flexibility in work arrangements (remote, hybrid, or in-person). - Strong sense of camaraderie and community. - Empowerment to take risks, learn, and grow within a dynamic and supportive environment.

• Monitor a centralized monitoring platform aggregating alerts across: Network, Compute, Storage, Virtualization, and Product/Application environments • Perform initial triage to determine alert severity, scope, and business impact • Identify false positives, duplicates, and noise through alert correlation • Notify and engage appropriate IT on-call teams for incident investigation and resolution • Coordinate with external service desk teams to initiate paging and communications • Ensure timely communication to impacted Client Business Units (CBUs) • Correlate alerts against: Scheduled changes and maintenance activities • Maintain accurate incident logs, timelines, and actions taken • Support continuous improvement by identifying gaps in monitoring and alerting • Contribute to refinement of runbooks, playbooks, and automation opportunities

• Atendimento de chamados via tickets/plataforma de atendimento web. • Participação em reuniões com clientes para entendimento de demandas/problemas e proposta de soluções. • Realização de testes de sistemas. • Realização de atividades de configuração da plataforma. • Criação de relatórios nas plataformas sob demanda. • Abertura de chamados com fornecedores da plataforma em Inglês.