• Follow up with customers, provide feedback and see problems through to timely resolution. • Ask educated questions and listen to customers to help determine root cause of issues. • Utilize excellent customer service skills and exceed customers’ expectations. • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting. • Work through the problem-solving process with customers, empowering them to do the same in the future. • Read through XML configuration files. • Troubleshoot inventory flow using text-based log files. • Be familiar with database tables and have the ability to modify SQL queries to track down data to analyze and resolve issues. • Troubleshoot PLC control systems without necessarily getting into the PLC code. • Provide “Product” support which includes logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure resolution in a timely manner that are consistent with company guidelines/procedures • Work closely with our development team regarding customer issues, feedback from customers, and testing code changes. • Expand and update our Knowledge Base and have the mindset of sharing your knowledge with team members and clients. • Ensure proper recording, documentation and closure using appropriate applications. • Provide documentation to user manuals and guides for training purposes. • Train customers onsite and remotely. • Test new software releases or software modifications.

• Build, lead, and coach the Technical Support team. • Own technical case management, including MTTR, SLA performance, prioritization, communication. • Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams. • Build and maintain operational runbooks, SOPs, and service workflows for the technical track. • Act as incident commander during Sev-1 and Sev-2 events. • Oversee technical investigation and resolution for: • Cloud service interruptions • API failures and integration issues • Customizations/configured logic incidents • Platform performance degradation • Perform and review RCAs, trend analysis, and corrective/preventive actions. • Serve as a customer facing technical leader during escalations. • Deliver concise, Executive-ready summaries to senior business and technical stakeholders. • Participate in customer incident calls, debriefs, and roadmap discussions. • Act as the technical point of contact when Support requires senior leadership presence. • Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata. • Partner with the TPM on prioritization, defect intake, and technical debt grooming. • Identify recurring incidents and drive durable product improvements. • Use AI triage to improve routing accuracy between Functional and Technical Support. • Collaborate with the TPM to implement AI clustering for “silent” platform issues. • Oversee AI deflection for common configuration and how-to issues. • Perform other duties as assigned to support departmental and company objectives.

• As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns. • Provide front line, first level, technical assistance for consumers Supporting Client specific high speed internet services delivering an exceptional customer experience. • Resolve technical problems, within a fast paced, customer facing environment. • Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting. • Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques. • Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration. • Demonstrate advanced product knowledge and he ability to solve customer issues. • Resolve customer issues on the first call as frequently as possible. • Open and manage trouble ticket system for user issues, Data Network, OS issues. • Be patient, courteous and friendly with customers at all times. • Demonstrate a positive attitude. • Address and solve technical problems in a timely manner and complete all work assignments within expected time frames. • Adhere to all work schedule assignments. • Abide by and support management directives and adhere to all TP policies.

• Atender las solicitudes del cliente relacionadas con la operación. • Generar reportes para los equipos de desarrollo, mantenimiento y servicios legados. • Analizar problemas en servicios internos y externos involucrados en la operación. • Documentar procesos. • Realizar reportes de servicios. • Abrir, dar seguimiento y cerrar tickets.