• Responsible for working closely with customers to understand root causes for complex provisioning and repair-related tickets. • Communicates and/or implements process requirements to reduce overall trouble rates. • Uses multiple software systems, investigative, triage, troubleshooting knowledge and applications to ensure customer service orders and repair tickets are completed accurately and on-time. • Documents and/or maintains information notes within necessary systems where manual intervention is required.

• Supervise the daily activities of a growing team of Informatics customer technical specialists • Manage and direct general workflow activities and ensure adherence to regulatory requirements, policies, and procedures • Collaborate with other business units and represent the customer technical support team in cross-functional Informatics meetings • Hire, develop, and perform performance reviews for a diverse team of technical specialists • Ensure staff is adequately trained on Informatics products • Drive continuous improvement within the department and participate in workshops and projects to enhance processes • Routinely review team metrics to ensure goals are met

• Analyze and promptly respond to customer queries related to the Parloa platform. • Develop deep expertise in our systems and evolve into an “Agent Builder”. • Collaborate closely with cross-functional teams, including Customer Success, Product, and Engineering, as well as external partners. • Take ownership of technical issues, drive them to resolution, and know when to involve senior engineers or product owners. • Proactively suggest improvements to elevate the overall customer experience. • Contribute to shaping and improving customer support processes within Parloa. • Help create and maintain runbooks, documentation, and best practices. • Collect structured feedback from customers and share insights with Product and Engineering.

Role Description The Tier 3 Help Desk Technician assists with the day-to-day execution of the service desk, ensuring tickets are resolved efficiently and escalations are managed appropriately. This role is focused on incident management, SLA compliance, and team performance. Core Responsibilities: - Monitor and manage ticket queues to ensure timely resolution. - Handle escalated technical issues and customer complaints. - Enforce SLA targets and drive compliance. - Coordinate with Tier 2/3 engineers and vendors for escalated issues. - Manage scheduling, shift coverage, and technician workload. - Track and improve metrics like FRT, MTTR, Escalation Rate, etc. - Lead operational sync meetings. - Provide performance coaching and incident reviews for techs. - Act as Tier 1/2/3 Support and directly troubleshoot and support customer calls as needed. Key KPIs Owned: - SLA Compliance - First Response Time (FRT) - Escalation Rate - Mean Time to Resolution (MTTR) - Ticket Backlog Supervisors collaborate on: - Bi-weekly service review reports - Escalation protocols and service improvements - Hiring and performance reviews - Team meetings and morale initiatives - PSA/RMM improvements and workflows Company Description Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world.