• Respond promptly to customer inquiries and provide accurate information. • Resolve product or service issues by identifying problems and implementing solutions. • Document customer interactions and update records in the system. • Escalate complex issues to appropriate departments when necessary. • Maintain a positive, empathetic, and professional demeanor toward customers. • Contribute to team goals by meeting or exceeding performance metrics.

• Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability. • Research, analyze and determine an appropriate course of action for tax customers. • Interact with customers via phone focusing on software navigation questions as well as assisting the customer with locating prior years’ returns and amendments. • Serve as an ambassador for the Intuit brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise. • Document all issues, resolution and follow up actions

• Provides operations, maintenance, and user support for OpenText products and integrated cloud solutions such as Box.com and Salesforce • Responsible for monitoring application activity, verifying user access, triaging incident reports, and ensuring timely response to end-user requests • Support software configurations, maintain license lists for cleared users, and assist in troubleshooting telecommunications, software, and device issues • Verify and monitor activity of supported applications • Perform closeout tasks, routine checks, and configuration reviews • Run scheduled and ad-hoc application reports; set operational parameters; document activity • Respond to user requests via phone, email, or Teams for information requests, troubleshooting, application, or device issues • Provide assistance within 48 hours of notification • Support testing, maintaining, monitoring, and troubleshooting user systems • Verify, monitor, and maintain a current list of cleared users and associated OpenText product licenses • Perform initial triage of all incoming incident reports at the designated Place of Performance • Ensure all incidents are properly tracked and reported using an AFRBA-approved incident tracking system

• Lead the creation, drafting, and development of case workflow diagrams (e.g., intake, triage, investigation, review/approval, closeout, and archival). • Validate workflow logic, roles, states, transitions, SLAs, and exception paths; maintain versioned workflow documentation. • Collaborate with business owners and technical teams to align workflows with operational policies and compliance requirements. • Lead the creation, drafting, and development of case metadata: entities, attributes, permissible values, reference data, and lifecycle rules. • Establish metadata governance practices (data definitions, owners/stewards, quality rules, and change control). • Map metadata to systems of record (e.g., Salesforce objects, Box folders/metadata templates) and integration points. • Design and produce professional-grade spreadsheets for metadata metric reporting (e.g., case volumes, cycle times, backlog, SLA adherence, aging, bottlenecks). • Build parameterized, auditable reporting templates (tabs, pivots, filters, data dictionaries, refresh instructions). • Ensure data lineage, reconciliation, and refresh procedures are documented and repeatable. • Partner with platform teams to ensure accurate Box.com and Salesforce data integration supporting workflows and metadata reporting. • Participate in solution testing for workflow changes, metadata updates, and reporting enhancements. • Facilitate workshops, capture requirements, and translate business needs into workflow diagrams, metadata models, and reporting specifications. • Provide training materials and quick-reference guides for end users and managers. • Maintain change logs and contribute to Configuration Control processes for updates to workflows, metadata, and reports.