• Supporting our customers’ requests for technical support, primarily through incoming calls, portal requests, and email conversations, ensuring responsive service and first-time resolutions. • Troubleshooting and solving simple to highly complex hardware and software technical issues using a logical troubleshooting approach with attention to detail. • Collaborate with internal team members to escalate product issues. • Actively create and update knowledge base articles for internal and external uses. • Actively listen to customers and use Salesforce to quickly capture accurate detailed notes about troubleshooting, plans of action, and site-specific information for all customer interactions. • Regularly participate in technical training on new and different products and systems to advance your technical knowledge for supporting Daktronics customers. • Consistently support customers with a standard schedule comprised of four 6-hour shifts between 9a-4p (e.g. 9a-3:30p or 10a-4:30p) with an optional 30-minute lunch and one of Monday or Friday off.

About the role: The Virtual Technician is responsible for providing expert technical support to customers by diagnosing and resolving complex issues remotely. Leveraging in-depth knowledge of the RT equipment, the Virtual Technician guides customers through troubleshooting steps and ensures issues are resolved efficiently without the need for an on-site technician visit. This role requires a deep understanding of RT’s equipment, problem-solving skills, and the ability to communicate effectively with customers to ensure their issues are resolved. Responsibilities: - Perform advanced remote diagnostics and troubleshooting. - Communicate technical solutions clearly to customers. - Escalate unresolved issues to field technicians, as necessary. - Document all actions taken in Salesforce. Schedule : Tuesday, Wednesday, Thursday, Friday 4x10s 10 am start Requirements: - Technical Expertise - Proven experience as an RT Technician or Technical Support with a strong understanding of RT’s equipment and troubleshooting procedures. - Problem-Solving and Communication Skills - Ability to think critically and solve complex technical issues effectively. - Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical customers. - Customer Service Skills - Ability to work well within a team and collaborate with different departments to resolve customers issues. - Work Environment - Quiet, comfortable space to work in. - Reliable ethernet internet connection. Inclusive Employer At Restaurant Technologies, we celebrate diversity, believe in equity, and are committed to creating an inclusive environment for all employees; we’re proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.” If you need assistance or an accommodation due to a disability, please contact us by email at RTCareers@rti-inc.com or call 1-888-796-4997. Restaurant Technologies is a Military & Veteran friendly company. Culture & Benefits Our employees are the foundation of our success and we take care of them! Our comprehensive benefits include professional development, competitive health care coverage, incentives and a healthy work and life balance. We’ve cultivated an award-winning workplace for driven team members who enjoy a fast pace and rapid growth balanced by a flexible and supportive environment. We’ve earned recognition as a “Best Place to Work,” by the Minneapolis/St. Paul Business Journal along with The Minnesota Work Life Champions Award while consistently earning a spot on Minnesota’s Fastest Growing Companies list. In addition, we’ve earned numerous awards from our customer base who consider Restaurant Technologies a valued strategic partner. Who We Are Restaurant Technologies is the leading provider of highly innovative and value-enhancing bulk cooking oil management services to the food service industry. Our solution is environmentally sound, highly efficient and creates a safer, more productive work environment for restaurant personnel. With over 35,000 existing customers we are an established, profitable mid-sized company poised for double-digit growth in the coming year. We are headquartered in suburban Minneapolis, Minnesota with a growing number of sites strategically located across the U.S. serving over 41 metropolitan markets.

• Troubleshooting of deep technical issues • Solve Tier2/Tier3 connectivity problems in the telecom domain • Participate in troubleshooting sessions with customers and other floLIVE teams • Following up on technical queries and providing prompt feedback • Follow agreed SLAs

• Day-to-day support for our enterprise clients; prioritising requests, resolving technical enquiries, usage questions and keeping customers updated primarily via live chat and email tickets, with occasional phone support for high priority issues • Become a subject matter expert in the product features and functionalities • Investigate, troubleshoot and document product issues and collaborate with our QA and engineering teams to expand technical support knowledge • Assist in internal support documentation and process creation • Communicate with internal teams such as Customer Success and Product Management on customer feedback, concerns and opportunities • 9am-6pm Monday to Friday working hours, with occasional emergency out of hours/weekend phone support