• Provide front-line technical support to Measured customers • Handle customer support inquiries via ticketing system, email, Slack, and chat • Triage incoming support requests, assessing severity, impact, and appropriate routing • Resolve common technical issues including login problems, access permissions, and basic platform navigation • Provide clear, friendly, and professional responses to customer questions • Escalate complex technical issues to Technical Support Engineers • Follow up with customers to ensure issue resolution and satisfaction • Manage ticket queue effectively, meeting response time and resolution SLAs • Help customers navigate Measured's platform, explaining features • Guide customers through common tasks such as running reports or exporting data • Conduct initial investigation of data quality questions • Document support interactions in ticketing system accurately • Partner with Customer Success Managers to keep them informed of technical issues • Develop technical knowledge of Measured's platform and data architecture

• Serve as the first point of contact for inbound customer support requests via Salesforce Service Cloud, managing cases from intake through resolution. • Triage, categorize, and prioritize support tickets based on severity, customer tier, and business impact. • Investigate and resolve product issues independently; escalate to the Senior Support Analyst or Product/Engineering when a case exceeds scope. • Maintain thorough, accurate case notes and resolution documentation in Salesforce and Jira. • Deliver 1:1 product training to existing users, including platform walkthroughs, feature Q&A, and workflow guidance, for Evolve, Sophia, Scout, and Flintbox, where online 1-to-many training offerings are not yet available. • Coordinate with Customer Success Managers, who own strategic enablement and executive-level reviews, to ensure training coverage aligns with customer’s goals. • Build deep working knowledge of all supported Wellspring platforms and stay current on product releases, configuration updates, and known issues. • Identify recurring issues or patterns in the ticket queue and surface them to the Senior Support Analyst or Product team with supporting data. • Log reproducible bugs in Jira with complete context and steps to reproduce. • Communicate clearly with CSMs, Product, Engineering, and Implementation teams when issue resolution requires cross-functional involvement.

CAPCO POLAND *We are looking for Poland based candidate. At Capco Poland, we’re not just another consultancy - we’re the spark behind digital transformation in the financial world. As a global leader in technology and management consulting, we thrive on helping clients tackle the toughest challenges across banking, payments, capital markets, wealth, and asset management. Keep a business-critical digital platform secure, reliable and continuously evolving. The Role Join a team supporting a leading organisation in the insurance sector, where you'll play a key role in ensuring the stability, security and ongoing evolution of a high-profile WordPress platform. Working across maintenance, development, operational support and compliance, you'll help deliver an exceptional digital experience while maintaining the highest standards of security, performance and regulatory compliance. What You'll Do - Maintain and administer the WordPress platform, including CMS, theme and plugin updates while ensuring platform stability and security. - Deliver enhancements, implement new website functionality and support continuous improvements aligned with business priorities. - Monitor website availability, performance and errors, providing timely operational support in line with agreed service levels. - Perform functional, cross-browser and cross-device testing to ensure a high-quality user experience across all releases. - Support security, GDPR and compliance initiatives through backups, restoration testing, audit preparation, penetration testing coordination and technical documentation. What We're Looking For - Fluency in both Polish and English. - Strong commercial experience administering and developing WordPress websites in enterprise environments. - Experience managing WordPress security, plugin lifecycle, CMS upgrades and website performance optimisation. - Good understanding of GDPR, cookie management, security headers and website compliance best practices. - Experience with website monitoring, troubleshooting, incident resolution and working within SLA-driven support environments. - Strong communication skills with the ability to document technical changes, produce maintenance reports and collaborate with technical and business stakeholders. Bonus Points For - Experience supporting websites within the insurance or wider financial services sector. - Knowledge of website security auditing, penetration testing coordination or vulnerability management. - Experience with automated testing, CI/CD pipelines or modern web deployment practices. - Familiarity with SEO, accessibility (WCAG) and website performance optimisation techniques. - Experience working within regulated environments with strong governance and compliance requirements. We offer a flexible collaboration model based on a B2B contract, with the opportunity to work on diverse projects. Recruitment Process: - HR Interview with the recruiter - Technical Interview - Client Interview - Feedback and offer #LI-HYBRID

• Build the Function • Design EdSights’ technical support function: service model, escalation paths, SLAs, and operating principles. • Select and implement a ticketing platform (e.g. Zendesk, Freshdesk, Intercom) and own the full rollout. • Launch or revamp a customer-facing help center with self-service content (articles, FAQs, how-to guides) in partnership with Customer Education. • Implement and manage an AI chatbot integrated with the help center, configuring deflection flows and iterating on resolution rates. • Define support tiers (T1: general inquiries, T2: technical/product, T3: engineering escalations) with clear ownership and handoff criteria. • Own Performance & Quality • Own core KPIs (CSAT, response time, resolution time, ticket backlog) and report regularly to leadership. • Implement a QA process to review tickets, identify coaching opportunities, and continuously improve technical accuracy. • Analyze support trends to surface recurring issues, product gaps, and documentation needs for CX and Product. • Lead & Scale the Team • Serve as the sole technical support resource in the near term while building the infrastructure for future growth. • Define the hiring roadmap: when to add headcount, what roles to hire, and skills needed at each stage. • Build onboarding and training programs including product curricula, shadowing structures, and ramp milestones. • Develop Deep Technical Expertise • Become the internal authority on EdSights’ Retain and Admit products - how they work, where they break, FAQ, how to triage. • Triage and resolve complex issues involving APIs, integrations, and data flows; use logs and tools like Hex for diagnosis. • Maintain visibility into known product gaps and bugs; communicate proactively with affected customers and the CX team. • Collaborate Cross-Functionally • Partner with Implementation and Partner Success to ensure smooth handoffs from onboarding to ongoing support. • Work with Engineering to define escalation paths for bugs, logging standards, and customer status communication. • Collaborate with Product to ensure customer-reported issues are documented, prioritized, and tracked to resolution.