• Equipment Orders: Receive and process orders for new or additional WiFi & Z-Wave hubs and locks. • Smart-Home Equipment Troubleshooting: Monitor various sources of error reporting (e.g., system logs, internal dashboards), perform Tier 2 & Tier 3 diagnostics on smart-home devices (Z-Wave, WiFi), network connectivity, and application issues, and contact the client with next steps, documenting all steps in the CRM. • Customer Support Assistance: Collaborate with the Customer Support team to provide technical guidance and support during customer installations, including remote device provisioning and network configuration assistance. • Platform Training and Expertise: Develop a deep understanding of the different NterNow platforms, including backend system architecture and third-party IoT/Alarm platforms for troubleshooting and integration purposes. • Pick, pack, and ship orders via UPS, adhering to strict quality control and shipping logistics procedures. • Provide our high standard of customer service to our wide base of customers, handling technical escalations with professionalism.

• Electronically process and assemble tax returns from the tax software • Deliver assembled tax return packages via SafeSend Returns or email to client in a timely manner • Electronically file tax returns within the e-file system • Assist Tax Operations Team with data projects • Perform quality control review for completeness and accuracy of your own work • Secure and protect Personally Identifiable Information

• Lead a team of approximately 10 employees across onboarding, dispute resolution, and sales tool administration • Communicate with executive leadership on initiatives, problem solving and roadmaps • Review the cross functional teams wholistically and buildout strategic initiatives on how to ensure a smooth and improved internal and external customer experience • Manage team performance, communication standards, and overall effectiveness • Oversee processes related to contract issues, compliance, billing disputes, and ongoing account maintenance • Track, analyze, and report key operational metrics to support accountability and continuous improvement • Partner cross-functionally to ensure consistent, high-quality customer and sales support • Apply sales acumen and understanding of contract bookings to guide team operations

• Provides assistance of grant processing in eBRAP • Coordinate with P2RMIS and EGS teams to troubleshoot data transfer and other ad-hoc system issues • Perform setup of all funding opportunities within eBRAP per client requirements • Serve as POC with program task leads to provide training and troubleshooting on eBRAP/Compliance issues/questions • Serve as resource for helpdesk team to provide technical support. • Assist helpdesk team supporting as overflow support for email responses and potential inbound calls. • Provide tracking of appeals and application data changes within eBRAP • Develop, maintain, and enhance data and system workflows • Communicate system/process changes with relevant teams and update SOPs • Serve as primary POC for ad-hoc data requests • Support multiple programs with overlapping tasks and deliverables with aggressive time lines • Post through eBRAP all official correspondences and decisions made by the client to proposal stakeholders