Role Description The Technical Support Specialist (Tier 1) provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. Position Scope - Resolves clients' questions or problems over the telephone, email and/or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements. - Serves as primary technical support liaison between company and customer. - Keeps customer informed of how and when problems are resolved. - Involved in any additional follow up, testing and troubleshooting. - Responsible for appropriate referral to other support and quality assurance areas. - Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures. - Conveys customer feedback to Technical Support leadership. - Attends team meetings, company meetings and other internal events. - Works within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements. - Participates in internal projects as required. - Other duties as assigned. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. - Minimum 1 year of experience, preferred 1-3 years’ experience in a technical support role, preferably in a SaaS or software environment. - Experience in customer service, client-facing roles, and technical troubleshooting. - Strong problem-solving, diagnostic, and organizational skills with a detail-oriented approach. - Able to manage multiple priorities in a collaborative environment. - Effective communication and interpersonal skills, including clear written and verbal solution delivery. - Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools. Work Environment - This role is remote and only open to candidates currently located in the United States and able to work without sponsorship. - It requires a suitable space that provides a private and quiet workplace. - Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. Physical Requirements - Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization. - Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance. - Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials. - Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. - Travel requirements: Minimal (less than 10%). Benefits - Fully remote work, giving you the flexibility to do your best work from anywhere in the continental U.S. (unless otherwise noted). - Subsidized healthcare plans, including orthodontic coverage, with HSA option that includes employer matching. - Company-paid disability and life insurance, with the option to enhance coverage through voluntary plans. - Robust Paid Time Off, including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time. - Retirement savings with employer match, vesting every pay period. - Flexible Spending Accounts for healthcare and dependent care. - Optional supplemental coverages, such as accident, hospital, and critical illness insurance, identity theft and credit monitoring, and legal protection services. - Meaningful recognition and tangible rewards that celebrate achievements, fuel motivation, and recognize both individual and team success. EEO Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information. Email: recruiting@follettsoftware.com CCPA Notice for California Residents: Notice to California Applicants

• Manage a portfolio of strategic SaaS and On-Premise customers • Act as a trusted advisor and customer advocate, ensuring a high-quality support experience • Build and maintain strong relationships with strategic enterprise customers • Influence internal teams across Support, R&D, Services, and Sales • Identify risks to customer satisfaction and retention, and drive mitigation plans • Monitor support activity, case trends, severity, and performance • Guide customers on support processes, best practices, and operational optimization

Role Description As a Technical Support Engineer, you will support the following areas: - Provide customers with remote guidance and expertise to resolve technical problems. - Act as second tier end user contact and resolution. - Resolve customer reported issues using Pansophic provided access, tools, and technology. - Accurately document user information, triage steps and resolutions or escalation notes. - Manage personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests. - Follow knowledge base articles as a standard for resolving end user reported issues. - Work to identify missing or erroneous documentation for processes or knowledge. - Work with internal and external teams to ensure solutions provided are accurate. - Assist customers with account setup and application installations. - Provide escalations as necessary. - Create and maintain required documentation. - Ability to multitask on several initiatives simultaneously to meet business needs. - Ensure concise and clear written and verbal communication. - Adhere to established standards. - Deliver outstanding human-centric customer service through all support and operational efforts. - Perform other duties as assigned. Qualifications - Must have strong knowledge of service desk operations, standard processes, and technologies. - Experience with Microsoft Active Directory or Google Workspace basic administration. - In-depth knowledge of Windows Desktop OS and Chrome OS. - Must be a team player and be flexible for occasional shift changes or modifications. - Ability to quickly assess and troubleshoot customer issues. - Ability to work remotely in a fast-paced, high-stress environment. - Bachelor's degree or equivalent experience. - Highly organized, able to multi-task, with a high attention to detail and ability to prioritize. - Patient and active listener. - Ability to pass federal and state criminal background checks (FBI/BCI). - Confident, high-energy, self-motivated and a true team player. - Accountability and personal organization are essential. - Experience in customer-facing roles is required. - Effective communication skills using phone, video calls, chat, and ticket updates. - Strong customer focus with an empathetic approach. - Good interpersonal skills handling customer escalations. Benefits - The starting hourly rate for this position is between $20.00 – $27.00 per hour. - Medical insurance. - Dental insurance. - Vision insurance. - 401(k) retirement plan. - Life insurance. - Long-term disability insurance. - Short-term disability insurance. - 10 paid holidays annually. - Paid Time Off to cover sick, vacation, and personal absences. - 4 unique health insurance plans to choose from that cover a wide range of deductibles and co-insurance levels.

• Troubleshoot daily technical issues and involve relevant teams in resolution • Assist customers with ongoing requests and technical questions • Escalate complex problems to the appropriate department • Handle customer complaints, provide appropriate solutions and alternatives • Guide customers through the use of our digital platform and features • Capture client feedback, insights, and development requests • Contribute to creating and maintaining a comprehensive knowledge base and FAQ resources • Achieve targets for issue resolution, response times, customer satisfaction, and customer effort