• Provide high-quality first- and second-line IT support to internal users via the HubSpot ServiceDesk, ensuring timely and effective resolution of incidents and service requests. • Diagnose, troubleshoot, and resolve hardware, software, and system issues, escalating more complex problems where appropriate and tracking them through to resolution. • Support, maintain, and administer the HubSpot CRM platform and associated tools, including user access, configuration, data integrity, and ongoing optimisation. • Support other business-critical systems that underpin sales, marketing, and customer engagement activities. • Respond to technical customer queries in a clear, accurate, and customer-focused manner. • Complete technical customer questionnaires, including security, compliance, and IT due-diligence responses, using Loopio. • Work closely with internal stakeholders to ensure customer responses are accurate, consistent, and aligned with SFG20’s technical and security posture. • Identify opportunities to improve IT support processes, tools, and systems, contributing to increased service quality, resilience, and productivity. • Collaborate with development and technical teams to help identify, prioritise, and implement system and process improvements. • Create and maintain clear documentation, knowledge base articles, and internal guidance materials. • Stay up to date with industry best practices, emerging technologies, and security standards, sharing knowledge across the business to continuously improve support delivery.

Role Description Are you passionate about automotive technology and Electrical Vehicles? Do you enjoy solving complex technical problems and helping others succeed? Are you ready to make a real impact in the automotive world? We’re looking for a Technical Helpdesk Specialist to join our team of experts supporting retailers and independent workshops with diagnostic and repair guidance. This is your chance to be at the heart of automotive innovation, helping technicians deliver outstanding service to customers. As an Automotive Technical Helpdesk Specialist, you’ll provide expert technical support to a network of Authorized Repairers and Independent Operators across Europe. You’ll respond to inquiries via phone and electronic channels, helping resolve complex vehicle concerns and ensuring smooth operations. - Provide technical support across various systems, focusing on diagnostics and root cause analysis. - Resolve technical inquiries from Customer Dealers and internal teams. - Guide dealers through repair processes and ensure accurate case documentation. - Collaborate with dealer technicians and internal agents to resolve complex technical issues. - Document cases and technical data in internal systems. - Coordinate Field Engineer visits. - Engage in training and product knowledge exchange. - Collaborate with engineers, project managers, and dealership staff to share insights and trends. - Occasionally conduct vehicle testing and servicing arrangements. - Escalate cases when necessary, ensuring all relevant information is included and properly documented. - Contribute to customer satisfaction by delivering high-quality diagnostic and repair support. Qualifications - At least 5 years of automotive experience, ideally in a senior dealership workshop role. - Degree in automotive technology or equivalent technical education. - Strong knowledge of vehicle mechanics and EV, HV certification (e.g., HV EV Specialist / DGUV L2+ / IMI Level 4) is a strong advantage. - Experience in using diagnostic tools. - An analytical, organized, and customer-focused mindset. - Fluency in Dutch and English. - A general automotive diagnostics competence test/evaluation will be part of the recruitment process. Benefits - With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans: - Consumer Engagement - Parts, Accessories & Service Performance - Actionable Insights - Repair Optimization & Compliance - Learning Solutions - Distribution & Sales Performance - Our proven track record means that we now partner with almost every car manufacturer on the market. Company Description MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: - Sales Performance - Repair Optimization and Compliance - Parts and Accessories Sales Performance - Consumer Engagement With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Role Description Oxford International Career Colleges (OICC) is seeking an experienced Subject Matter Expert (SME) and Curriculum Developer to support the development of the Community Support Worker (CSW) Program curriculum. The successful contractor will be responsible for creating course content, learning activities, instructional materials, and assessments for all courses within the program in alignment with institutional standards, industry expectations, and regulatory requirements. The contractor will be responsible for the development of all assigned courses within the Community Support Worker Program, including: - Curriculum Development - Review existing program documentation, program learning outcomes, and course outlines. - Develop detailed course content for all assigned courses within the Community Support Worker Program. - Ensure curriculum aligns with current industry standards, best practices, and employer expectations. - Incorporate person-centred, trauma-informed, culturally responsive, and inclusive approaches throughout the curriculum. - Develop course materials that support diverse learning styles and adult learners. - Ensure all content is appropriate for delivery through the institution's Learning Management System (LMS). - Assessment Development - Develop formative and summative assessments for all assigned courses. - Create quizzes, assignments, projects, discussion activities, practical exercises, case studies, and examinations as appropriate. - Develop assessment rubrics, grading guides, and answer keys. - Ensure assessments appropriately measure course learning outcomes and program competencies. - Incorporate authentic assessment practices that reflect workplace expectations within the community support sector. - Learning Resources & Instructional Materials - Create lesson content, presentations, learner activities, and instructor resources. - Identify and recommend appropriate textbooks, supplementary resources, and open educational resources where applicable. - Develop learner-centered activities that support engagement, critical thinking, reflection, and application of knowledge. - Ensure all instructional materials meet accessibility and inclusive design principles. - Quality Assurance & Review - Participate in curriculum review meetings with the Curriculum and Quality team. - Revise curriculum and assessments based on institutional feedback. - Ensure consistency in formatting, terminology, instructional design, and assessment methodology across all courses. - Ensure all deliverables meet Oxford International Career Colleges' quality standards and curriculum templates. Qualifications - Diploma, degree, or higher credential in Community Support Work, Human Services, Social Work, Community Rehabilitation, Child & Youth Care, Psychology, Sociology, Mental Health & Addictions, Healthcare, Education, or a related field. - Adult education, instructional design, curriculum development, or teaching credentials considered an asset. Requirements - Minimum five (5) years of recent and relevant experience within the community support, social services, disability services, mental health, healthcare, or related sectors. - Demonstrated experience supporting vulnerable populations and diverse communities. - Strong understanding of person-centred support, trauma-informed practice, inclusion, accessibility, and community-based services. - Previous experience developing post-secondary, workforce training, or private career college curriculum. - Experience creating competency-based learning outcomes and assessments. - Experience developing online, blended, and classroom instructional materials. - Experience with Learning Management Systems (e.g., Moodle) and educational technologies. - Strong understanding of adult learning principles and instructional design best practices. Skills and Abilities - Exceptional written communication and curriculum writing skills. - Strong project management and organizational abilities. - Ability to work independently and meet aggressive project timelines. - Strong attention to detail and commitment to quality. - Ability to incorporate feedback and revise materials efficiently. - Proficiency in Microsoft Office Suite and digital content development tools.

• Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality • Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution • Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction • Clearly communicate with customers and other internal teams about issues impacting their service • Effectively verify that issues have been resolved • Execute internal processes to streamline and scale support • Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions • Reporting and knowledge base documentation expertise • Provide Email, Chat and Phone support to customers