Support Specialist

Position Title: Enterprise Support Specialist Job description: The role consists of a mix of reactive and proactive activities. Reactive tasks include troubleshooting issues raised by customers as well as providing hands on keyboard break-fix support. The proactive elements involve delivering short term engagements and guidance to customers that provide them with program assurance and technical support. As part of these engagements it will be your core responsibility to analyze potential risks and providerecommendations that will deliver the most impact. How You’ll Find Success: ● Leverage your technical and consulting skills to deliver high quality, impactful assessments through short-term engagements.

● Take client issues from inception to resolution with white-glove care. ● Partner with Enterprise Account teams to solve complex issues to drive contract renewal. ● Provide rapid break-fix support to aid our clients in the moments that matter. ● Expand your product knowledge across both CX and EX products. ● Share your expertise with your team to drive fast resolution. Things You’ll Do: Enterprise Support (1-4 months) ● Onboard to core role and handle EPS reactive requests. ● Understand new processes and metric expectations within the EPS team.

● Advance client initiatives by being the secondary point of contact on project level engagements for higher tier clients. ● Shadow your senior peers as they perform targeted reviews that involve analyzing a specific project for potential risk or looking for areas where industry best practices can be implemented. Enterprise Support (5-9 months) ● Continue core role delivery. ● Train on break fix support and how to assess risk of a break fix request. ● Advance client initiatives by being the primary point of contact on project level engagements for higher tier clients.

● Perform targeted reviews that involve analyzing a specific project for potential risk or looking for areas where industry best practices can be implemented. ● Present final deliverables highlighting the strengths and areas for improvement. Enterprise Support (10-13 months) ● Continue core role delivery. ● Spend time on OKRs to develop gaps in internal processes (across departments where possible) that will improve our customer experience and resolution times. ● Onboarding support to new team members and users at a client level. ● Metric review and host internal training. ● Lead break fix support engagements. What We’re Looking For On Your Resume:

● Bachelor’s degree in Business, Economics, Communication, Sales or Human Resources. ● 1 year of experience working in a technical, consulting, or client-facing role (years of experience will impact client ownership and scope ofresponsibilities). ● Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment. ● Comfort in working both autonomously and collaboratively. ● Ability to articulate technical concepts to a non-technical audience. ● Detail-oriented with an ability to prioritize and meet deadlines. ● Familiarity with software and front-enddevelopment. ● An ability to grasp clients’ needs and recommend value-added solutions. ● Excellent verbal and written communication skills. ● Strong problem-solving skills.

Our Team’s Favorite Perks and Benefits: ● 30 paid days off: 15 PTO days + 5 Personal Days + 10 Holiday Closures (additional PTO with tenure). ● Experience Program - $1800 annually for an experience of your choosing (eligible after one year). ● Wellness Reimbursement Program - $1200 annually ($300/quarter) for wellness related activities. Compensation: Compensation for this position is marketcompetitive. Important: The successful application submission for the above role(s) will be conditional to your profile evaluation by our Recruitment Specialists using the AI system. If you meet the eligibility criteria, please apply and our recruitment team will help you understand your strengths and strategize your career ahead.