• Be the primary point of contact for our external customers in supporting our claims management platform • Monitor for new requests and reported incidents, responding within SLA requirements and maintaining ownership until resolution • Manage external communications with customers and internal communications with other teams in the organization to drive incidents and requests to resolution efficiently • Contribute to knowledge base articles and other documentation • Stay current with feature releases and changes to the platform to ensure a comprehensive understanding of the product and efficient support

• Provide L1/L2 triage of AppOmni's core product and flagship integrations. • Troubleshoot the majority of support tickets independently • Answer customer questions through the Zendesk support queue • Diagnose, troubleshoot, and solve problems both internally and externally • Effectively determine which customer issues warrant escalation • Take full ownership of cases to resolution by working across product, engineering, and Customer Success teams • Keep customers updated on the status of open tickets, including incremental updates and specific questions from engineering • Represent the voice of the customer internally and advocate for key issues • Continuously analyze and improve support processes to help build a world-class support organization • Identify trends that warrant the creation of customer-facing documentation, such as Knowledge Base articles

• Diagnosing and troubleshooting technical issues remotely • Taking charge of customer issues from beginning to end - while working in a dynamic and fast-paced environment • Responding to customer escalations and inquiries related to Mashgin's hardware and software • Maintaining a subject-matter expert level of knowledge of deployment systems and software • Leveraging chat, email, and video conferencing to help our customers with deployment systems, software, and hardware issues • Reviewing and resolving issues by utilizing support documents • Becoming a product expert - you'll be a go-to resource for both customers, clients, and internal team members • Occasionally traveling the country to help deploy and launch new locations and help customers (10% travel is expected)

• Ask customers targeted questions to quickly understand root cause of their issue. • Call screening and logging through CRM software. • Effectively communicate with end-users of varying technical capability and roles via various channels (phone, email, Chat etc.) to identify/resolve technical issues. • If the first level is unsuccessful, ticket management, and transferring call to second level remote support team. • Be available for incoming calls and pull work from an incoming queue. • Work occasional weekends and holidays taking incoming calls and pulling work from an incoming queue. • May be called upon with short notice to assist the support team in the event of unexpected or unpredicted demand for support. • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. • Build knowledge base to reduce reliance over time on other internal resources. • Contribute to internal technical knowledge base and publish Frequently Asked Questions to enable customer self-support. • Accurately document and update tickets in the tracking systems. • Able to maintain a personal queue of open requests. • Maintain communication with the customers on the status of all open tickets. • All responses should be professional, complete, well formatted, and consistent with prior communications. • Regular follow ups with customers with recommendations, updates, action plans, and acquire confirmation for delivered solutions. • Properly escalate unresolved issues to appropriate technology teams. • Provide necessary information/observations/logs all required support to next level or developer for diagnose a reported/escalated problem. • Good sense of end-user satisfaction. • Ability to describe incident and requests as part of ticket treatment. • Ability to create and update operational procedures (issues resolution, requests, and administration procedures).