• Serve as the primary technical point of contact for Qualtrics platform usage • Develop and maintain internal documentation and user guides • Provide timely and accurate support for user inquiries • Diagnose and resolve platform issues • Conduct thorough testing of surveys • Assist users with data export and visualization • Ensure compliance with organizational policies • Design and maintain integrations with external systems • Manage AI feature permissions within Qualtrics • Analyze open-ended responses using AI tools

• Download and organize client energy bills for processing • Accurately enter data into spreadsheets and internal systems • Review systems to confirm invoices are submitted correctly and follow up on discrepancies as needed • Prepare and compile commission reports for the Bookkeeper • Support backend operational tasks to ensure smooth deal closure and team efficiency • Maintain accurate records of client documentation and transaction history • Perform data validation and reconciliation to ensure billing and commission accuracy • Coordinate with operations teams to resolve discrepancies and prevent processing delays • Perform other tasks related to the position

• Respond to customer inquiries via CRM tickets, email, chat, and phone in a timely and professional manner. • Provide clear and concise information regarding product features, functionalities, and issue resolution. • Assist customers with setting up complex simulations in our O&M and Construction Design application. • Diagnose and troubleshoot customer issues, providing step-by-step guidance for problem resolution. • Collaborate with the product and engineering teams to escalate and resolve complex issues promptly. • Develop and maintain an in-depth knowledge of Shoreline products to effectively assist customers. • Gather customer feedback to identify areas for improvement and share insights with the product development team. • Drive and support our customers in the implementation of Shoreline products.

• Provide white glove, high-touch technical support to end users across all levels of the organization, ensuring prompt and professional resolution of issues. • Manage the complete employee technology lifecycle including onboarding, role changes, equipment refreshes, and offboarding. • Administer and support Active Directory, Entra ID, Microsoft 365, Windows 365, Intune, Autopilot, and other business critical applications. • Support and troubleshoot Windows and Mac endpoints, ensuring optimal performance and security compliance. • Manage and maintain copy/print hardware and solutions across office locations. • Oversee IT Asset Management (ITAM) including inventory tracking, deployment, and disposal of hardware and software assets. • Document support procedures, knowledge base articles, and asset records to ensure consistency and knowledge sharing. • Assist IT engineering with various infrastructure projects, migrations, and new technology deployments. • Identify opportunities to improve support processes and enhance the employee technology experience. • Provide support for office openings, relocations, and special events requiring on-site technical assistance.