• Manage and resolve incidents and service requests through ServiceNow while ensuring SLA compliance. • Provide end-user technical support for hardware, software, network, and access-related issues. • Administer and support Active Directory, Identity & Access Management (IAM), and Multi-Factor Authentication (MFA) solutions. • Support privileged access management processes utilizing CyberArk and related security tools. • Perform remote troubleshooting and issue resolution for users across multiple locations. • Collaborate with infrastructure, security, and application teams to resolve complex technical issues. • Maintain accurate IT documentation, knowledge base articles, and support procedures. • Identify recurring issues, perform root cause analysis, and recommend process improvements. • Support software deployment and device management activities using Microsoft Configuration Manager (SCCM). • Deliver exceptional customer service while communicating effectively with technical and business stakeholders.

• Provide Level 1 & Level 2 technical support to clients via phone, email, and ticketing systems. • Troubleshoot and resolve VoIP-related issues including call quality, SIP trunking, PBX systems, and handset configurations. • Support and maintain MSP client environments, including workstations, servers, networking equipment, and cloud services. • Monitor and respond to alerts generated by RMM and monitoring tools. • Diagnose and resolve network connectivity, DNS, DHCP, VPN, firewall, and wireless networking issues. • Configure and support VoIP platforms such as 3CX, RingCentral, Vonage, Dialpad, GoTo Connect, or similar solutions. • Manage Microsoft 365 environments, including Exchange Online, Teams, OneDrive, and SharePoint. • Perform user account administration through Active Directory and Azure Active Directory. • Document troubleshooting steps, resolutions, and technical procedures. • Escalate complex issues to senior engineers when necessary. • Participate in system deployments, migrations, and onboarding projects. • Maintain high customer satisfaction through professional communication and timely issue resolution.

• Provide second and third-level technical support for SaaS and VoIP PBX products • Investigate and resolve complex technical issues related to cloud communication platforms • Collaborate with engineering and development teams on escalated incidents • Monitor system performance and troubleshoot network, software, and hardware related issues • Create and maintain detailed incident reports, documentation, and knowledge base articles • Assist customers with advanced configuration, integrations, and customizations • Escalate issues appropriately and follow through to resolution • Participate in on-call rotation and ensure timely incident response • Contribute to process improvements to enhance support efficiency and customer experience

Role Description We are currently hiring for 3rd shift: 11pm to 7:30am CST. The Call Center Representative is responsible for providing front‑line, always‑on (24x7x365) technical support for high‑visibility partners requiring continuous assistance. This role serves as the primary point of contact for technical issue intake, triage, communication, and resolution, ensuring partner concerns are handled accurately, professionally, and within established service level agreements (SLAs). - The representative documents and prioritizes incoming issues. - Follows defined escalation and troubleshooting procedures. - Collaborates closely with Technology, Client Services, and Partner Integration teams to drive timely resolution. - Plays a critical part in maintaining operational continuity, meeting contractual obligations, and delivering an exceptional partner support experience. Qualifications - High school diploma or equivalent - Typically five or more years of customer service experience Requirements - Skilled in basic technical troubleshooting and system maintenance - Prior call center experience - Experience with AWS, Salesforce, ICS, ServiceNow, Client Resource Center, MS Team and OneNote - Effective verbal, written, and interpersonal communication skills - Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries - Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy - Thorough knowledge of all relevant operational processes and procedures and company products and services - Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc. - Ability to perform interest calculations and account adjustments - Strong analytical and problem-solving skills - Ability to manage multiple tasks/projects and deadlines simultaneously Benefits - Healthcare (medical, dental, vision) - Basic term and optional term life insurance - Short-term and long-term disability - Pregnancy disability and parental leave - 401(k) and employer-funded retirement plan - Paid vacation (from two to five weeks depending on salary grade and tenure) - Up to 11 paid holiday opportunities - Adoption assistance - Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law