• Serve as the point of contact for complex customer inquiries, issues, and escalations. • Troubleshoot and resolve issues related to integrations, workflows, and platform performance. • Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions. • Comfortable communicating with both technical and non-technical stakeholders. • Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience. • Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking. • Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman. • Demonstrate an understanding of HTTP response codes and their significance in integration debugging. • Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication. • Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation. • Pull and review logs to identify errors, analyse root causes, and implement effective solutions. • Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts. • Utilize Jinja2 to develop and maintain scripts and tools for automation and customization. • Review and analyze workflows, imports, and system configurations to identify performance issues or failures. • Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents. • Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team. • Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces. • Provide structured investigation updates to customers during incident response.

Role Description This position will provide in-depth technical support on a wide range of technologies such as desktop computing and client applications, telecommunications, and data networking for end-users. Resolve assigned support call records within agreed upon service levels. - Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies. - Interview user to collect information about the problem and lead user through diagnostic procedures to determine source of issue. - Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone. - Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or other technical staff. - Log and track calls using problem management database, and maintain history records and related problem documentation. - Prepare standard statistical reports such as help desk incident reports. - Analyze and evaluate incident reports and make recommendations to reduce help line incident rate. - Contact software and hardware vendors to request service regarding defective products. - Install personal computers, software and peripheral equipment. - Provide end user systems setup and access. - Support Telephony hardware and software including PBX and dialer equipment, Inter-tel PBX and Mercury dialers. - Ensure security of organization pertaining to cameras, DVR equipment and card access. - Support end-user CR Software Platinum. - Maintain up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area, and with Company policies and procedures. - Have regular attendance and timeliness which are required due to the production-based nature of the business and client requirements. - Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices. - Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures. Qualifications - Associates Degree in a related field and/or 3-5 years of experience. - Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3rd Party Dialer Applications (Livevox, TCN, & Global) ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs and DLP. - Exceptional problem-solving skills. - Ability to write routine reports and correspondence. - Excellent written and verbal communication skills. - Ability to manage and prioritize multiple projects simultaneously. Requirements - Work is generally performed within an indoor work at home environment utilizing standard office equipment. - While performing this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. - The employee frequently is required to multi-task (e.g., talk and type simultaneously). - The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. - The job requires extensive use of keyboards and computers. Position Type/Expected Hours of Work - Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts. - Full-time employees must maintain continuous full-time employment status. - Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.

• Act as the first point of contact for technical support requests • Log, prioritise and manage incidents through the service desk • Diagnose and resolve first-line VoIP, SIP and connectivity issues • Troubleshoot hosted telephony platforms, SIP trunks and broadband services • Support routers, firewalls, LAN/WAN and Wi-Fi environments • Work towards First Contact Resolution (FCR) wherever possible • Escalate complex issues to 2nd and 3rd Line Engineers with detailed diagnostics • Liaise with internet service providers, carriers and third-party vendors • Maintain accurate documentation and update knowledge base articles • Provide clear, professional communication throughout the incident lifecycle

Role Description The Support Team Lead will be responsible for training, mentoring, and leading a team of Support Specialists to provide software troubleshooting customer service. The ideal candidate will possess strong technical skills and have a passion for back-end software troubleshooting. This is a customer-facing position, so this individual must have strong communication and customer service skills. Our team remotely supports production environments all around the globe to resolve issues and minimize the impact to production. Our software support team troubleshoots both software and hardware issues. As a Lead Support Specialist, you will find yourself: - Troubleshooting in-house applications and 3rd party applications - Data mining and report building - Writing and working with complex queries - Database management and indexing - Potentially promoting a software fix You will have up to five direct reports. Shift: 2nd shift (3-11pm EST) Tuesday - Saturday Qualifications - Bachelor’s degree is highly preferred; degree in Computer Science or Information Systems preferred - Strong computer skills including: Microsoft Office, Microsoft Project, and various Databases (SQL Server and Oracle) - Microsoft SQL experience - Previous and recent experience with back-end software troubleshooting - Previous experience in a Team Lead, Supervisor, or Leadership role - Excellent customer service skills; remain positive and calm under pressure - Excellent troubleshooting abilities and analytical skills - Superior oral and written communication skills - Must be eligible to work in the USA long term without sponsorship - Employees must follow all information security policies, protect confidential data, complete required training, and report any suspected security incidents to support our information security controls Requirements - Monitor Support KPIs for direct reports - Ensure direct reports complete required customer training and connection credentials are maintained - Write SQL queries - Perform QA functions for any issue resolution from support calls - Track and thoroughly document all customer issues in our ticketing system - Diagnose if the issue is a change or a bug and communicate issues to the analyst, development staff, or sales consultant appropriately - Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, analysts, and project managers - Facilitate positive proactive working relationships with customers and internal resources - Perform visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software) - Perform annual reviews for direct reports - Assist in training new hires - Complete and review quarterly incentives for all direct reports - Develop Reports using Crystal Management and SQL Server Reporting Services (SSRS) - Create datasets to analyze and recreate issues reported by customers - Ability to look through database log files to troubleshoot software issues - Implement and improve remote monitoring tools for our customer’s systems - Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals) - Demonstrate leadership skills (as measured by our employee feedback) Benefits - Health, Dental, and Vision Insurance - 401(k) Retirement Plan with a company match - Vacation / Holiday Pay - Paid Volunteer time off - Tuition Reimbursement - Professional Associations, Conferences and Subscriptions - Company Meetings & Events