▪ Earned promotion from Customer Support Representative to Technical Support Representative position in recognition for outstanding performance. ▪ Troubleshoot, resolve, and document customer questions and issues with the Vagaro web platform, associated hardware, and billing questions. ▪ Issue replication and escalation to the appropriate internal Vagaro team ▪ Draft support and customer content as discovery and need dictates. ▪ Subject matter expert with the Vagaro platform and/or related support tools ▪ Main point-of-contact for a Vagaro product or feature set ▪ Point-of-contact for technical escalations ▪ Reach KPIs & Goals ▪ Troubleshooting web applications, common browsers, and basic hardware issues with PC, Mac, iOS, and Android platforms. ▪ Provide detailed public-facing and internal case notes. ▪ SaaS support experience. ▪ Ability to work within common support metric goals, e.g. SL, ASA, AHT; and support center KPIs ▪ Fast Mastery of the Vagaro platform including hardware. ▪ Able to infuse trust and defuse difficult situations. ▪ Extreme patience with angry and non-technical customers ▪ Excellent phone, typing, and grammar skills to assist our customers. ▪ Mentor and assist new agents with best practices, effective writing, and tools use. ▪ Communicate with customers regarding questions and concerns on multiple channels - via phone, email, chat, and help forums. ▪ Providing a high level of customer satisfaction with the goal of creating an exceptional experience. ▪ Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

▪ Take on a wide variety of services that Jones IT offers, often involving client interactions. ▪ Listen to client issues to document and coordinate a timely resolution. ▪ Diagnosing and resolving an issue or escalating tickets to colleagues and Team Leaders. ▪ Perform a wide variety of tasks across a diverse set of computers, devices, servers, and applications. ▪ First line of support for requests made by clients and responsible for seeing the issue through to resolution. or coordinating the resources necessary to achieve that goal. |Page 1 ▪ Diagnose and resolve desktop, software, and network problems related to functionality, connectivity, management, and monitoring, or other software and hardware problems. ▪ Partner with all members of the company to proactively collect and share experiences/tools/information. that will aid in maximizing the value of efficiency and teamwork for the company and all clients. ▪ Document solutions and procedures in detail.

▪ Communicate effectively to other members of staff in the business office, the vision, and goals of the organization to ensure full compliance. ▪ Set up ongoing procedures to collect and review information needed to assist in billing and accounting support services to meet business performance results, deadlines, and reporting. ▪ Follow monthly accounting calendar and scheduled tasks to ensure all financial data expectations and deadlines are met. ▪ Prepare daily bank deposits, deposit to bank and e-mail deposit records to home office. ▪ Prepare and/or process resident forms regarding the accounting department to home office. ▪ Partners with community team to ensure community is in compliance with OSHA requirements and promotion of Risk Management programs and policies, adherence to safety rules and regulations. ▪ Ensure company’s resources are properly allocated towards immeasurable result generation. ▪ Execute various paperwork, like information files processing, and other daily administrative tasks. ▪ Established business relations with vendors and companies. ▪ Handled all purchasing, inventory, and contract negotiation with vendors. ▪ Troubleshot for programs including Adobe Acrobat, Creative Suite, and Microsoft Office, Access, Excel, Outlook ▪ Maintained department inventory and software databases. ▪ Assisted employees with Microsoft Outlook setup, migration, and troubleshooting. ▪ Tested and evaluated new technology and equipment.