• Support business customers with their Internet, Video and Phone services • Respond to technical support requests • Perform problem identification and analysis of ONTs, Routers, network switches, and STB/DVRs • Troubleshoot and assist customers making changes to complex HPBX phone systems • Capture detailed problem analysis and resolution plans in the customer database • Determine the scope of customer issues in an effective and professional manner • Effectively resolve customer issues timely • Properly document all customer interactions • Educate customers on setting up their customer portal account • Complete router troubleshooting and setups • Provide voice service troubleshooting and reset voicemail passwords • All other duties as assigned

• Respond to customer inquiries via phone and internal systems in a professional and timely manner • Document all customer interactions accurately within tracking systems • Research and resolve inquiries related to accounts, services, eligibility, claims, billing, and general support • Strive to achieve first-contact resolution whenever possible • Escalate complex or sensitive issues appropriately and ensure follow-up and closure • Assist customers with account updates and service requests • Support onboarding and orientation activities for new customers • Conduct outbound outreach initiatives and follow-up activities as assigned • Utilize multiple systems and computer-based resources efficiently • Maintain professionalism and composure when handling escalated interactions • Meet productivity, quality, compliance, and attendance expectations

• Provide technical support via chat and email to CreatorIQ clients, ensuring a high-quality customer experience • Troubleshoot and resolve complex technical issues, including platform configuration, integrations, and data-related problems • Conduct screen-sharing sessions and live troubleshooting to guide clients through solutions • Investigate, replicate, and diagnose reported issues in appropriate environments to identify root causes • Analyze issue severity and impact, and prioritize or escalate to engineering or advanced support teams as needed • Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve issues efficiently • Maintain and contribute to the knowledge base, including documentation, FAQs, and troubleshooting guides • Educate customers on platform functionality, best practices, and “how-to” guidance to improve adoption • Identify recurring issues and provide feedback to improve product quality and support processes • Support continuous improvement of support workflows, tooling, and customer experience

• Make 175 or more outbound calls per day to customers regarding upcoming or overdue vehicle service • Leave professional voicemails and send follow-up texts and emails to ensure customer engagement • Follow structured daily call campaigns including service reminders, state inspections, and promotional offers • Handle basic customer questions and route more complex inquiries appropriately after training • Use Xtime to schedule service appointments when customers respond and confirm availability • Log all customer interactions accurately and consistently in Tekion CRM • Maintain clean, up-to-date records across all customer touchpoints • Conduct all calls using the Elevate VoIP system • Follow scripts and communication standards throughout every interaction • Maintain professional, clear, and friendly communication with all customers