Role Description We are looking for a technically minded, patient, and customer-focused professional to join our remote technical support team in Mexico and Colombia. In this role, you will be the direct point of contact for residents who need help with their smart home devices, supporting them through inbound calls and emails to get their technology working the way it should. The company you will be supporting works with leasing companies across the US to provide and maintain smart home technology solutions in residential properties. Their focus is on building lasting relationships with clients by making sure residents are well looked after long after they move in. If you enjoy solving technical problems, explaining things clearly, and giving people a genuinely helpful experience, this role is a great fit. This is a fully remote, full-time position based in Mexico and Colombia. Training runs for 4 to 5 weeks and includes both video modules and hands-on time with the actual devices you will be supporting, so you will feel confident and well-prepared before going live. Please note: You must meet the hardware requirements before your start date. Candidates who do not meet these requirements will not be able to move forward in the process. Qualifications - Strong verbal and written communication skills in English - At least 1 year of customer service experience, ideally in a role that handled both calls and emails - A genuine interest in technology and the confidence to troubleshoot device and connectivity issues - Good physical dexterity for working with smart home hardware during the hands-on training period - Experience with CRM software and solid general computer skills - A patient, methodical approach to problem-solving with the customer always in mind - The ability to manage your time and stay focused in a fast-paced remote environment - Comfort with basic financial and leasing terminology, as you will be working in a property management context - Currently residing in Mexico or Colombia Requirements - Windows 11 PC (Mac not supported) - 16 GB RAM - Dual monitors - Webcam - Fibre internet with a wired connection - Backup power solution - Microsoft Teams / Office 365 Benefits - $5.50 USD per hour - Paid weekly - Mon to Fri, 8:30 AM – 6:30 PM MST - Training duration: 4 to 5 weeks (paid) Hiring Process To ensure fairness and consistency, all applicants must complete every stage of the hiring process. Our process includes: - Resume and Prescreen Questionnaire Review - One-Way Video Interview - Live Interview - Final Interview Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes/CVs must be submitted in English to be considered for the position.

Role Description The Help Desk Analyst will provide Tier I and Tier II technical support for the myColorado mobile application and portal, supporting citizens using state digital services. The role involves troubleshooting issues across iOS and Android devices, assisting users with installation and configuration of the myColorado app, and documenting issues within the ticketing system. The analyst will serve as the first point of contact for users, resolving technical issues, escalating complex problems, and ensuring a high level of customer service while supporting Colorado's digital government initiatives. Key Responsibilities - Technical Support - Provide Tier I and Tier II technical support for enterprise and agency IT services. - Troubleshoot login issues, connectivity problems, and software errors related to the myColorado app and portal. - Support iOS and Android mobile platforms including app installation and configuration. - Analyze, reproduce, document, and resolve application issues. - Escalate unresolved issues to appropriate teams. - Ticket Management - Create, update, and track incidents within the ticketing system. - Accurately record calls, chats, and user interactions. - Assign appropriate priority and severity levels to tickets. - Monitor ticket status and provide updates when SLA timelines are at risk. - Customer Support - Act as the primary point of contact for myColorado users. - Provide professional and courteous support via phone, chat, or email. - Educate users on app functionality, installation, and troubleshooting steps. - Handle customer complaints and provide timely resolution. - Incident & Outage Support - Follow documented procedures during planned or emergency service outages. - Communicate outage updates to users. - Ensure all outage-related tickets are linked to the appropriate parent ticket. - Documentation & Collaboration - Maintain clear documentation of issues and troubleshooting steps. - Collaborate with internal teams to escalate bugs, technical issues, or security concerns. - Participate in team meetings and contribute to process improvements. Qualifications - Experience providing Tier I / Tier II Help Desk or Service Desk support. - Experience troubleshooting mobile applications on iOS and Android. - Strong customer service and communication skills. - Experience using IT ticketing systems (ServiceNow, Jira, Zendesk, etc.). - Ability to analyze and troubleshoot login, connectivity, and application issues. - Experience documenting incidents and troubleshooting steps clearly. Preferred Qualifications - Experience supporting mobile applications or digital portals. - Experience in government or public sector IT support. - Familiarity with ITIL service desk practices. - Experience handling high-volume customer support environments. Location Requirement - Candidate must currently reside in Colorado. - Remote work allowed within the state of Colorado only.

• Evaluate existing projects and assess required business capabilities • Drive target landscape and create roadmaps • Participate in the design and buildout of MMA’s business unit Enterprise Architecture group • Provide critical review and feedback on proposals and initiatives • Advise and mentor technology colleagues and team members

• Capture Customer Engagement and Requirements • Develop requirements from Change Requests • Ensure functionality meets customer requirements • Software Block-point Release Coordination • Conduct Kickoff Meeting, Requirements and Architecture Meeting (RAM), and Pre-Lab Meetings • Coordinate with Functional and IT Application Subject Matter Experts (SMEs) • Maintain Application Information Database • Coordinate application testing and validation • Perform Functional Coordination of proprietary requirements to standard solutions • Provide administration for the PCAS Lab Teamcenter installations