This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The RVFix Technician provides expert technical support and troubleshooting assistance to RV owners and service partners through virtual channels during peak season demand. This seasonal role helps customers identify issues, guides them through repair or maintenance steps, and ensures accurate documentation for follow-up service when needed. The RVFix Technician combines technical expertise with clear communication to deliver fast, reliable, and customer-focused remote support during our busiest service months. - Key Objectives: - Technical Support & Troubleshooting – Accurately diagnose and guide customers through repair or maintenance steps via phone, video, or chat. - Customer Communication – Deliver clear, confident, and professional technical assistance that builds customer trust. - Efficiency & Accuracy – Document issues, resolutions, and next steps to ensure seamless follow-up and service coordination. - What you'll do: - Respond to inbound calls, video sessions, and digital support requests from RV owners and service partners. - Troubleshoot technical issues remotely, including electrical, plumbing, HVAC, appliance, and structural systems. - Guide customers through safe and effective diagnostic steps and repair procedures. - Determine when on-site service is required and create clear work orders or escalation notes for field technicians. - Stay current with RV models, system updates, and common repair scenarios through ongoing training. - Maintain a professional, empathetic approach with every customer interaction. Qualifications - Strong background in RV repair, maintenance, or technical troubleshooting. - Excellent communication and customer service skills – especially in explaining complex technical concepts simply. - Comfort with technology: video conferencing tools, CRM systems, and digital documentation platforms. - Prior experience in remote support, technical advising, or virtual troubleshooting. (preferred) - RVTI Level 2 certified or higher. - 2 Years or more of experience working on RVs. - Ability to pass a background and drug test. Expected Results - Fast, accurate troubleshooting that minimizes the need for in-person service. - High customer satisfaction scores through professional and empathetic support. - Accurate and complete documentation for follow-up work and data tracking. - Increased efficiency and reduced service backlog through effective remote resolution. Resources - Access to technical databases, service manuals, and repair guides. - Diagnostic checklists and digital troubleshooting tools. - Collaboration platforms for communication with field techs and service teams. - Training resources to stay current on RV systems and technologies. - Support from leadership, scheduling, and parts coordination teams. Benefits - Comprehensive benefits package including medical, vision, dental, and other supplemental coverages. - 401K matching. - Employee discounts. - Company-paid life insurance. - Gym membership reimbursement. - Opportunities for advancement. - Access to a partner insurance agency for personalized quotes and coverage guidance across home, auto, RV, and specialty insurance products. - RV Borrowing Program. - Incredible Team Culture.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Junior Support Engineer, you’ll provide frontline technical support through our Zendesk helpdesk, helping clients troubleshoot issues, learn the platform, and get back to doing what they do best. - Triage and resolve Tier 1 support tickets in Zendesk, including password resets, how-to guidance, standard setup tasks, basic functionality questions, common errors, and minor configuration adjustments - Communicate with clients to collect information, research issues, perform testing, and replicate problems to identify solutions or workarounds - Manage your ticket queue proactively—responding within 24 hours of initial request, and within 2 hours for urgent matters - Request and use client sandboxes to test and replicate environments when needed - Engage the right internal teams to escalate issues or unique requests Qualifications - 1–2 years of experience in a technical support, helpdesk, or customer-facing technical role - Foundational understanding of SaaS platforms or CRM systems (Salesforce experience a plus) - Strong written communication skills—you’ll spend a lot of time writing clear, empathetic responses - Ability to troubleshoot and problem-solve methodically - Willingness to obtain Salesforce Associate Certification within 6 months Requirements - Someone who’s comfortable being themselves (pets bombing Zoom calls welcome) - Curiosity about how things work and how they could work better - Appreciation for transparency (we share everything—pay, challenges, wins) - Collaborative spirit (our Slack channels cover everything from work projects to reality TV) Benefits - Competitive salary: $55,000 – $65,000 (yes, we’re transparent about pay) - 20 days paid vacation, 10 days paid sick, 3 paid personal days, 3 paid volunteering days (all annual from day one) - Comprehensive benefits package - Annual Learnbucks for continued education

• Own and continuously evolve the systems, workflows, and performance of the Technical Support team. • Coach and develop Technical Support Representatives and Engineers to deliver a high-quality, scalable support experience. • Maintain deep technical knowledge of the platform and assist in the support queue when necessary. • Lead team onboarding, training, and performance management processes. • Define, document, and improve support workflows and processes. • Use data to improve productivity, customer satisfaction, and business KPIs. • Develop expertise in Panorama's platform, products, and common technical issues. • Partner with Product and Engineering to resolve systemic technical issues.

• End-to-end technical onboarding of new merchants, from first integration to go-live • Ongoing technical support for existing merchants across their lifecycle with Solidgate • Support for the L1 Support team on technical and integration-related topics • Participation in pre-sales calls, helping explain integration options and technical capabilities • Merchant system integration with Solidgate: hosted payment pages, payment forms, Apple Pay / Google Pay, routing logic, and data flows • Guidance on optimal payment setups to help merchants scale efficiently and reliably