• Application Issue Resolution: Analyze application problems, document, resolve or escalate to Tier. • Daily Calls Participation: Engage in daily operational calls with stakeholders to review high-profile issues, updates, and new concerns. • Troubleshooting PC Setup and Browser Optimization: Diagnose and troubleshoot issues related to PC settings, browser optimization, access issues and network problems using remote technology tools. • Track Efforts with VA Enterprise Service Desk (ESD): Use the ServiceNow ticket system to track and manage issues from inception to resolution.

• Respond to inbound service desk calls and self-service support tickets. • Troubleshoot basic hardware, software, network connectivity, access, and endpoint issues. • Document issue details, troubleshooting steps, and resolution status in a ticketing system. • Use prior records and problem-solving skills to help identify root causes. • Escalate unresolved incidents to appropriate Tier 2, Tier 3, or resolver teams. • Provide timely, accurate, and professional support to end users. • Support full-time service desk coverage requirements.

• Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets • Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features • Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues • Escalate complex technical issues while maintaining clear communication with customers • Create and maintain support documentation, FAQs, tutorials, and knowledge base articles • Identify common customer pain points and proactively recommend product improvements • Assist customers with onboarding, account management, subscriptions, and licensing questions • Monitor support metrics and help improve response times and customer satisfaction • Act as the voice of the customer by providing structured feedback to Product and Engineering teams

Role Description CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers. Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. Qualifications - Industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology. - Ability to deliver actionable insights to clients. - Commitment to creating an environment of appreciation and recognition. - Opportunities for personal and professional growth. Requirements - More than 9,500 team members across 23 major markets coast to coast. Benefits - Employer of choice with a focus on team member appreciation. - Opportunities for career growth. Company Description CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.