• Oversee day-to-day IT operations including staff support and Microsoft 365 management. • Lead SharePoint governance efforts and champion the adoption of M365 tools. • Manage core vendor relationships including the MSP and Rippling IT. • Own identity and access management and improve security posture. • Maintain and execute an IT Improvement Plan focusing on key initiatives. • Provide guidance to in-country IT coordinators and ensure consistency across organizations.

• Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention. • Manage high volumes of inbound/outbound calls and providing high quality support to respondents while documenting all reach outs • Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent help desk, maintaining our company’s reputation for high-quality service • Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible • Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required timeframe per highest quality standards • Work with internal teams to troubleshoot issues that impact respondent experiences • Escalate complex issues appropriately and follow up to ensure timely resolution though outbound calls • Learn and stay up-to-date on Sago’s technologies and procedures-tech savvy • Maintaining customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality and discipline targets within stipulated timelines

Role Description Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention. Key Job Responsibilities: - Manage high volumes of inbound/outbound calls and provide high quality support to respondents while documenting all reach outs. - Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent help desk, maintaining our company’s reputation for high-quality service. - Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible. - Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required timeframe per highest quality standards. - Work with internal teams to troubleshoot issues that impact respondent experiences. - Escalate complex issues appropriately and follow up to ensure timely resolution through outbound calls. - Learn and stay up-to-date on Sago’s technologies and procedures - tech savvy. - Maintain customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality and discipline targets within stipulated timelines. Qualifications - Bachelor’s degree required. - Experience in customer service and calling profile is required. - Experience with customer service ticketing software a plus. Requirements - Proven customer service experience in inbound/outbound process. - Exceptional phone etiquette skills – excellent verbal and written communication skills to deliver quality service and positively impact the respondent’s experience. - Maintain a professional demeanor when respondent-facing. - Ability to think out of the box, listen attentively, solve problems creatively in a timely manner and create win-win situations with internal and external parties. - Ability to multitask and work under high pressure while maintaining on-call accuracy. - Proficient in Microsoft Office including Word, Excel, and PowerPoint. Benefits - Remote Job. - Health Insurance. - 5 days a week.

• Lead the IT business analysis function, directing and auditing the activities of our external Managed Service Provider (MSP) • Serve as the primary point of contact for the MSP • Collaborate with business stakeholders to define, analyze, and document business processes and requirements • Manage the IT project portfolio and backlog, prioritizing requests • Track and report on MSP performance metrics • Oversee the User Acceptance Testing (UAT) process • Partner with senior leadership to align IT strategy with company goals • Mediate disputes between internal business units and the MSP