• Provide customer service and product support to homeowners of our products • Assist with customer service activities including order entry, sales, and account reconciliation • Diagnose and resolve customer inquiries, concerns, and issues via phone, e-mail, & social media • Provide phone and email-based troubleshooting assistance to homeowners and plumbers on water filtration products • Maintain working knowledge and expertise of products and services • Assist customers by solving customer disputes promptly • Assist customers/end users with questions on product installation, maintenance, usage, and support; prioritize and respond to support requests • Identify opportunities cross-sell additional products and services to customers based on their needs • Assume responsibility for other projects and duties as assigned by E-Commerce Channel Manager or Company management

• Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues in Dutch & English • Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business • Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future • Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise • If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths • Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it • Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles • Adhering to key customer and team focused metrics to maintain high standards in performance

• Provide exceptional support for the Docusign Agreement Cloud (DAC), Docusign Intelligent Agreement Management (IAM) and associated services • Handle customer inquiries with a primary focus on technical challenges (including API integrations, network, and security), while collaborating with necessary resources to address a wide range of issues and deliver a complete solution • Utilize support tools and resources necessary to solve the customer issue, including Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, and text analysis tooling • Own customer issues requiring engineering engagement to address bugs and influence the development roadmap • Manage escalated cases from internal channels to troubleshoot issues customers face when using DocuSign products • Communicate effectively in English, both written and verbally. • Contribute to the growth of the team and company by sharing knowledge as a mentor, collaborating on problem-solving, and improving internal and external documentation • Collaborate with cross-functional teams such as Product, Engineering, and Account Management to ensure alignment • Promote Docusign products and services through consultative discussions • Meet and exceed Docusign Customer Support goals for areas of DAC expertise

• Assist clients in deploying, operating, and troubleshooting Microsoft technologies • Resolve complex technical issues to ensure customer satisfaction • Document troubleshooting steps and keep clients updated • Suggest improvements to enhance service delivery • Maintain regular communication with clients and advocate for their needs • Create and maintain technical documentation • Pursue relevant certifications to stay current in Microsoft technologies • Share new knowledge with the team through training and mentoring