• Handling digital support requests • Providing methodological guidance and follow-up to users • Managing and tracking incidents escalated to IT • Bug management and testing • Executing tests related to anomalies • Tracking change requests and JIRA tickets • Creating, updating and executing regression tests • Performance testing • Writing methodological guides • Developing and updating methodologies tailored to users' needs • Creating and maintaining support standards for support teams • Creating and updating knowledge content in the Chatbot • Coaching and facilitation • Facilitating coaching sessions for client users tailored to their needs • Creating FIM documentation tailored to project requirements

• Manage the help desk and resolve technical issues efficiently. • Support remote team members across multiple systems and devices. • Onboard new employees: create accounts, configure devices, and coordinate equipment delivery. • Offboard departing employees: disable accounts, collect equipment, and update records. • Administer internal web applications, user accounts, Google Workspace, and VoIP. • Support and configure company-issued devices (MacBooks, iPhones, etc.). • Purchase, distribute, and maintain equipment and branded materials. • Track and update inventory. • Collaborate with the development team on testing and troubleshooting new features. • Create and maintain documentation, user guides, and training material. • Update and expand the company's knowledge base.

• Resolve complex issues across EDI workflows and Orderful API usage; explain technical concepts clearly to both developers and business users • Manage inbound requests within defined SLAs, ensuring high customer satisfaction • Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and improve the overall developer experience • Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection • Identify urgent platform issues and escalate with clear technical context and reproduction steps

• Provide remote and on-site technical support for Axiom Artis, Artis Zee, Artis Q, Artis Zeego, Pheno, and Icono. • Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support. • Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status. • Utilize the GEHC escalation process as needed, working closely with local customer and CSO stakeholders to define and support implementation of corrective action plans to resolve customer issues in a timely manner. • Utilize “Gameplan” tool to drive service effectiveness. • Contribute knowledge articles to Problem Solution Database (PSDB). • Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required. • Support Material controls and Purchased Service cost reduction initiatives for the modality. • Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support. • Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. This may include leveraging remote service capabilities to improve remote troubleshooting and remote fix rates. • Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. • Serves as subject matter expert (SME) for FE modality training; assist in development of new training course content and adjunct instructor at GE Healthcare Institute for Multi-Vendor Instructor-Led training courses for Siemens X-ray and Vascular training courses. • Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field. • Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise. • Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).