• Provide comprehensive customer support by managing active support tickets • Assist new clients during onboarding and guide them through initial setup • Investigate reported issues and coordinate their resolution • Maintain and support existing customer integrations • Troubleshoot and resolve integration-related problems • Oversee and track Power BI requests • Maintain clear and consistent communication with the development team • Organize and participate in support meetings when required

• Provide technical support to customers using healthcare technology products • Troubleshoot product and device-related issues while guiding customers through effective solutions • Assist with repair, replacement, and service-related processes when required • Deliver professional customer support via phone while ensuring a positive customer experience • Accurately document customer interactions and maintain detailed case records • Follow established procedures, compliance requirements, and quality standards • Escalate complex technical issues to the appropriate teams when necessary • Collaborate with internal departments to ensure timely issue resolution

• Deliver exceptional customer support by responding to and resolving Workday Production Support cases from HR, Talent Acquisition, and Finance teams while meeting SLA and case resolution targets • Perform light configurations and enhancements including notifications, alerts, validations, help text, document updates, and modifications of existing business processes, all while maintaining excellent attention to detail • Execute routine system tasks following established SOPs, such as security assignments, creating new locations and cost centers, and processing bulk transactions via EIBs • Collect evidence for Workday SOX controls for Internal Audit • Test and validate solutions by conducting thorough testing of your configurations, coordinating user acceptance testing with requestors, and obtaining sign-off before deploying changes to Production • Monitor system health by reviewing integration errors according to defined procedures and escalating technical issues to the appropriate team members when needed • Drive process improvements by identifying opportunities to optimize support workflows, updating documentation and SOPs, and contributing to the team's operational excellence • Collaborate cross-functionally with internal customers to understand requirements and deliver effective solutions • Continuously develop your expertise through Workday Community participation, training, and staying current on system updates and best practices

• Respond to customer inquiries through live chat with professionalism and speed • Provide technical troubleshooting for product features, integrations, and platform functionality • Handle phone and email support requests when needed to ensure comprehensive coverage • Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity • Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features • Ensure timely and accurate resolutions while maintaining attention to detail in all interactions • Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems • Document recurring issues and system bugs, escalating them to appropriate internal teams • Review and update customer information with strong attention to detail • Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers • Maintain a professional yet personable tone across all customer touchpoints • Collaborate proactively with team members to resolve complex customer concerns efficiently • Follow internal support procedures and quality guidelines to deliver consistent service • Meet or exceed quality standards set by both internal teams and client assessments • Demonstrate adaptability and willingness to learn new tools, processes, and product updates