• Support Technicians help clients manage their technology and support their employees. • Assist and mentor ST1. • Field all incoming calls and assist with e-mailed tickets as needed. • Handle support tickets and work to resolve client issues within SLA times. • Work with the team to provide top quality service. • Create tickets, document detailed notes, and track time accurately. • Train users in supported software & hardware. • Provide timely updates to clients.

• Support Technicians help our clients manage their technology, support their employees, and respond to day-to-day support needs • Working in the Dedicated IT Service Desk provides an experience of learning and managing systems across the healthcare industry • Support Technician II’s are customer-oriented individuals that provide technical support to users efficiently and accurately • Handle support tickets and work to resolve client issues within SLA times • Train/Mentor and Assist Support Technician I's • Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately

• je helpt de klanten remote met problemen en storingen; • je neemt op afstand systemen over; • bij complexe projectspecifieke problemen, zoek je samen met de projectingenieur naar een oplossing voor de klant; • je staat eigen medewerkers bij in geval van technische problemen; • je bent verantwoordelijk voor de planning en organisatie van service opdrachten on site; • je maakt after sales offertes op; • je beheert SLA-contracten.

• Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience. • Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed. • Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores. • Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. • Share insights and feedback with internal teams to ensure customer needs are at the forefront of product decisions and drive continuous improvement. • Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience. • Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users and reduces repetitive inquiries