• Become an Iterable product expert. • Answer customer questions over email, live chat, Zendesk and phone. • Categorize customer inquiries. • Write and update support articles. • Escalate issues to Customer Success Managers and the Engineering team. • Deliver excellent customer service to delight Iterable customers.

• Clarify questions regarding the operation and features of SoftExpert applications; • Reproduce scenarios reported by the client to identify the root cause of incidents; • Interact with Development and Technology teams to resolve incidents; • Log all incidents reported by clients; • Provide Development and Technology teams with information aimed at continuous improvement of SoftExpert applications; • Prepare follow-up reports for support tickets; • Seek support and involvement from other SoftExpert areas (Development, Technology) for incident resolution when necessary; • Apply patch packages to the client's environment, depending on the support contract type and complexity; • Meet response times and other clauses specified in support contracts; • Assist the support team with technical questions about computing environments; • Assist in mapping and validating preventive and corrective procedures for computing environments; • Apply investigative and problem-resolution techniques; • Interact with the client's IT team or their designated representative; • Identify and leverage opportunities to sell services not covered by the support contract.

• A Technical Support Engineer is responsible for troubleshooting and closing tier II support tickets. • Work cross-functionally with Tier I, DevOps, Developers, and Service teams to enhance the impact of our products by supporting customer base. • Communicate effectively with external customers and provide pre-implementation support. • Act as a liaison to project managers and provide technical advisement for projects. • Utilize advanced analytical and troubleshooting skills for technical problem-solving. • Maintain team documentation for consistent operations and knowledge sharing.

Role Description TYSON & MENDES is looking for an IT Help Desk Technician to be remote support assisting firm employees nationwide. This candidate is responsible for troubleshooting issues and determining the best course of action for a solution, as well as problem-solving for multiple locations and platforms including ongoing technical support to remote area networks, Internet, and EDI communications. A successful IT Technician must have a good, working knowledge of computer software and hardware and a variety of internet applications, networks, Microsoft 365, and Windows operating system. The ideal candidate will also have great troubleshooting abilities, a sense of urgency, and attention to detail. This position is either an 8:30am-5:00pm or 9:00am-6:00pm Pacific Time shift. You will report directly to the IT Supervisor. Responsibilities - Administer end-user workstations and support end-user activities utilizing Microsoft Windows - Analyze and resolve network hardware and software failures if/when they occur - Daily management and training of network devices and security, Document Management Systems, Microsoft Office Suite, WAN/LAN, including remote computing solutions and desktop support - Ability to translate technology to non-technical staff and users - Provide orientation and guidance to users on how to operate new software and computer equipment - Maintenance and dissemination of desktop hardware including peripherals and hardware driver installation - Identify and resolve issues related to desktop hardware and software issues both locally and at remote locations - Ability to research and collaborate in resolving issues associated with software applications - Maintain records/logs of repairs and fixes within ZenDesk - Other priorities and projects as assigned Qualifications - 2+ years of relevant work experience in a service desk or help desk role - Associates’ degree or higher in Computer Science, Engineering, or a related discipline - CompTIA A+ certification preferred - Experience working in ZenDesk, ServiceNow, FreshDesk or a similar ticketing system preferred - Experience working with and troubleshooting wireless network support - Experience working in a Windows, Microsoft 365, Exchange, and Azure environment - MacOS and iOS knowledge/experience a plus - Working knowledge of LAN/WAN networking - Ethernet, cabling, hubs, network protocols, printers/scanners/copiers, LCDs, and multimedia presentation technologies support - Excellent ability to troubleshoot hardware and software issues - Excellent technical and problem-solving skills - Outstanding organizational and time-management skills - Excellent written and communications skills - Excellent interpersonal skills and an understanding of technical resources - Outstanding sense of urgency - Experience working in an ITIL or ITSM environment required - Experience writing and/or contributing to team documentation library preferred Requirements - The hourly pay range of $25-35/hour, depending on experience - Overtime paid at 1.5× the regular hourly rate, as needed - Comprehensive benefits coverage offered, including plans available at zero employee cost (average annual employee contribution for health/vision/dental coverage is $700-1,700) - Employee Assistance Program through HealthAdvocate - Employees benefit from a 401(k) program that includes a 100% match on the first 3% contributed and a 50% match on the following 4-5% - Vacation time is accrued annually at the employee’s base rate - Paid parental leave at base pay - Employees receive a monthly technology reimbursement of $60 Benefits - 37.5-hour standard workweek designed to promote balance and prevent burnout - Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative - Firm-wide charitable giving program - Numerous social and off-site events each year to enrich your relationships with your colleagues