• Manage high volumes of inbound/outbound calls and emails while providing high-quality support to respondents • Intake, triage, investigate, and respond to inquiries directed to help desk • Effectively assess respondent needs and consistently provide accurate, valid, and complete information • Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required time frame • 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 our technologies and procedures-tech savvy • Maintain customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality discipline targets

• Reporting to Senior IT Program Manager, corporate systems • Portfolio split: Subsidy management & Workday ERP. • Subsidy management: custom in-house build replacing Excel-based “transfer workbooks” used by subsidy coordinators • State/federal compliance-driven; multi-year effort to digitize state-by-state subsidy calculations • Coordinators currently run parallel checks; UI transition targeted for Q1 or Q2 • Workday ERP: system already live; PM manages two mandatory semi-annual releases (6-8 weeks each) • Subject to SOX/SDLC controls; structured, auditor-approved process

Role Description Join our community as a L2 Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. - Deliver outstanding technical support via emails, phone calls, and chats; - Take ownership of technical issues reported by customers and triage them as needed; - Analyze and resolve customer inquiries containing technical issues or feedback; - Follow procedures for proper escalation to relevant internal teams and key stakeholders; - Maintain accurate records of failures, maintenance activities, and bugs; - Contribute to and maintain the company’s support knowledge base and related documentation; - Ensure compliance with the company’s Service Level Agreements (SLAs); Qualifications - Excellent English communication skills (C1 for both spoken and written); - At least 1–2 years of proven experience in a Technical Support Engineer or Product Support Engineer role; - Hands-on experience with Windows and Linux operating systems; - Tech-savvy with hands-on experience in hardware troubleshooting; - Solid understanding of hardware and software interactions; - Experience working with logs and performing data analysis; - Strong troubleshooting and problem-solving abilities; - Customer-oriented and responsible attitude; - Excellent interpersonal skills; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload). Requirements - Experience with UAV/UAS systems; - Hands-on experience with network-related architecture and cloud-based systems; - Experience with and understanding of firewalls and port configuration. Benefits - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements. *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

Role Description The primary responsibility of the T3 Technology Support Associate I is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with rental markets, T3 customers and help facilitate support requests throughout EquipmentShare. - Perform job duties in accordance with EquipmentShare's vision, mission, and values. - Provide excellent customer service for EquipmentShare's customers with clear answers to inquiries and appropriate referrals, as needed. - Respond to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner and within established quality and service standards. - Establish and maintain professional working relationships with internal and external customers and co-workers. - Utilize exceptional listening skills to understand customer needs and follow-up with a customer centric response in recommending the right solutions. - Manage time effectively to ensure productivity levels and turnaround times are within established service standards. - Utilize product knowledge to offer efficient and effective technical support and decision-making in the process of troubleshooting the T3 Platform for internal and external customer inquiries. - Utilize appropriate resources to ensure work is completed efficiently and within established service standards. - Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated state and federal laws and requirements at all times. - Enhance industry and technical knowledge through actively participating in learning and growth opportunities. - Work collaboratively with co-workers to achieve departmental and company goals and standards. - Perform other duties and responsibilities as assigned. Qualifications - A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional service and a positive customer experience. - Strong organizational skills with attention to detail and accuracy. - Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers. - Excellent verbal and written communication skills. - Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive. - Ability to acquire new skills in a proficient manner. - Accept responsibility for actions when necessary and learn from mistakes. - Ability to be flexible - adapt to change in a positive manner. - Ability to work quickly and think logically, especially under pressure. - Ability to reason with difficult and/or upset customers in a courteous and professional manner. - Excellent phone handling, negotiating and active listening skills. - Self-starter and highly motivated with a strong, positive work ethic that contributes to the vision of the department and the company as a whole. - Must possess a professional yet enthusiastic and friendly demeanor. - Ability to maintain a high level of confidentiality on sensitive topics. - Ability to use diplomacy and tact when handling problems. Requirements - High-school diploma at a minimum, Associates Degree or above is highly desired. - At least 3 years experience in a customer service role, preferably in a contact center or multi-channel communication environment. - Ability to read and comprehend basic/complex communication in written or verbal sources. - Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure. Benefits - Competitive compensation - Full medical, dental, and vision coverage for full-time employees - Generous PTO + paid holidays - 401(k) + company match - Gym membership stipend + wellness programs (earn PTO and prizes!) - Company events, food truck nights, and monthly team dinners - 16 hours of paid volunteer time per year — give back to the community you call home - Career advancement, leadership training, and professional development opportunities