• intake, triage, diagnosis, and resolution of L1 escalations tickets • onboarding & offboarding support • incident response for security alerts • drive continuous improvement through automation and integrations • provide mentoring & documentation for L1 support • corporate SaaS administration of collaboration and identity stack • maintenance of the SaaS registry • development of identity-related incident playbooks

• Act as the first point of contact for helpdesk tickets and support enquiries • Assign, manage, and monitor tickets through Freshdesk • Monitor helpdesk performance and provide regular reporting • Assist with purchasing IT equipment and software • Follow up on supplier orders and delivery timelines • Coordinate with vendors regarding hardware replacements and warranty claims • Respond to customer enquiries professionally and efficiently • Maintain detailed records of customer interactions, troubleshooting activities, and issue resolutions • Create and update technical documentation and support procedures • Escalate technical issues and coordinate with internal teams

Role Description The Technical Support Specialist is the first line of defense and the first line of delight for our customers. Because events are high-stakes and often stressful to manage, our customers rely on our rapid response and we’ve built our support model to match that urgency. As the primary link between event teams and our platform, you quickly become the face of SpotMe/Onomi: a trusted expert who solves real problems, guides customers with confidence, and protects the seamless execution of mission-critical events happening around the world. This role blends technical problem solving, fast decision making, and empathetic communication. You will: - Investigate complex issues - Reproduce scenarios in real time - Craft creative workarounds when needed - Collaborate closely with Engineering to keep our product experience at the highest standard Every customer interaction is an opportunity: to uncover insights, prevent escalation, and strengthen the event's success journey. Customer support is not a back-office function at SpotMe, it’s a competitive advantage and a core pillar of our value. As a Technical Support Specialist, you will join a highly skilled global team operating in a 24/7 “follow-the-sun” model, ensuring the most demanding customers receive immediate, high-quality assistance at all times. Objectives - The problems you will solve In your first month, you will: - Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams - Build strong working relationships within Support, Engineering and Operations teams - Become fluent in our support workflows, tooling, and troubleshooting frameworks - Successfully manage 200+ real customer conversations across live chat and ticketing - Demonstrate clear, concise, and confident customer communication By the end of the month, you will independently manage 10+ live issues per day with precision and professionalism. In your first 3 months, you will: - Manage high-volume real-time chats (avg. 18/day), maintaining a first response < 30 seconds - Meet and exceed satisfaction targets (>93% CSAT) - Analyze and reproduce product issues with strong technical reasoning - Apply authentication and security basics, including MFA and SSO troubleshooting - Join the on-call rotation to support critical live customer needs You will be known for your ability to stay calm under pressure, while juggling multiple live issues to successful completion. In your first 6 months, you will: - Become a recognized frontline product expert and escalation authority - Consistently exceed CSAT (>95%) while handling 25+ chats per day - Resolve increasingly complex issues without escalation - Proactively contribute improvements to documentation, tooling, and workflows - Serve as a bridge between customers and Engineering — ensuring issues are precisely documented and their business impact understood You will elevate our support quality and influence product evolution with insights only frontline experts can provide. Qualifications - Rapid analytical and logical troubleshooting skills - isolating root causes under time pressure - Multitasking mastery - balancing multiple realtime chats without sacrificing accuracy or tone - Technical curiosity - eager to learn platform mechanics and optimize how customers use them - Empathy and clarity in communication - even when delivering difficult answers - Resilience and ownership - you take initiative, especially during critical live issues - Cross-team collaboration - working hand-in-hand with Engineering to fix what matters most What we are most curious about - Tell us about a high-urgency issue you solved in real time. How did you find the root cause while keeping the client calm? - When you don’t know the answer, what’s your first move? How do you quickly understand and explain a new technical issue? - Share an example where your communication kept a situation from escalating. What did you do to maintain customer confidence? - Describe a time when a fix wasn’t available. What workaround did you create to keep the customer moving? - Tell us how you handled multiple simultaneous requests. How did you decide what to prioritize while keeping quality high? Company Description SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company’s most effective engagement channel.

Role Description ASRC Federal Professional Services LLC is seeking a Mid-Level Technical Support Specialist with an active U.S. Government Secret Security Clearance to provide Tier I Help Desk support, technical troubleshooting, user management assistance, training support, and system sustainment support for the Joint Staff DAI Operating Unit. This position supports end users utilizing the Defense Agencies Initiative (DAI) Enterprise Resource Planning (ERP) system and assists with resolving financial system issues, user account management, reporting discrepancies, and operational support requirements. - Provide Tier I Help Desk support for DAI users during established business hours. - Receive, track, document, prioritize, and resolve customer incidents using the contractor-provided ticketing system. - Perform technical troubleshooting and diagnostics for DAI user issues. - Escalate unresolved issues to the DAI PMO Tier II Help Desk support or liaison with the Joint Service Provider (JSP) as required. - Provide timely responses to users and maintain accurate records of support activities. - Support DAI user account management activities including SAAR processing, DD2875 reviews, and account provisioning support. - Assist with bi-weekly user account reviews and deactivation activities. - Support Governance, Risk, and Compliance (GRC) reporting and annual user access reviews. - Monitor Agency Health Check dashboards, IGT reports, Fiscal Year End dashboards, and reconciliation reports. - Monitor DAI and Enterprise Performance Management (EPM) data for discrepancies and report findings to Government personnel. - Assist with transactional reconciliation activities and issue resolution. - Support development and maintenance of DAI training materials, quick reference guides, desk guides, and work instructions. - Provide desk-side, virtual, or classroom training to end users when requested. - Maintain and update SharePoint content, training repositories, and user reference materials. - Track help desk ticket trends and identify opportunities for training or process improvements. - Support System Integration Testing (SIT) and User Acceptance Testing (UAT) activities. - Assist with process improvement initiatives and implementation of operational enhancements. - Coordinate with stakeholders to ensure continuity of DAI operational support. - Prepare monthly help desk activity reports and operational status updates. Qualifications - Strong customer service and technical troubleshooting skills. - Knowledge of ERP systems, financial management operations, and DAI functionality. - Experience with ticket management systems and help desk operations. - Ability to research and resolve system and transactional issues. - Knowledge of user account management and access control procedures. - Strong communication, documentation, and organizational skills. - Experience developing training materials and providing user training. - Proficiency with Microsoft Office Suite, SharePoint, and collaboration tools. - Ability to manage multiple priorities in a fast-paced environment. - Ability to work independently with minimal Government oversight. Requirements - Minimum of five (5) years of professional experience supporting ERP systems, financial management systems, or federal help desk operations. - Experience supporting DAI or Oracle Federal Financials preferred. - Experience performing financial system research, reconciliation support, and customer support activities preferred. - Bachelor's degree, or 4 additional years of equivalent combination of education and experience (one year of education equates to one year of experience). Clearance Requirements - Active Secret Security Clearance required. Candidates without a minimum of a Secret clearance will not be considered. Travel - Travel will not occur regularly and will typically be less than 5% of the time. Benefits - Competitive pay and benefits packages. - Health care, dental, vision, life insurance. - 401(k) and education assistance. - Paid time off including PTO, holidays, and any other paid leave required by law. EEO Statement ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.