• Ensure successful customer setup by managing the entire phone system implementation process, including initial setup, provisioning, and final installation. • Diagnose and resolve technical issues related to phone systems, VOIP hardware, and software configurations. • Manage the escalation process for complex technical problems, ensuring timely resolution and minimal downtime. • Create and update detailed technical documentation and Standard Operating Procedures (SOPs) to build a robust knowledge base. • Collaborate with cross-functional teams to identify root causes of connectivity issues and implement preventive system improvements. • Translate technical details into clear, understandable information for non-technical stakeholders and users. • Proactively identify opportunities to innovate and improve current communication workflows and systems.

• Direct impact working with your team and also take part in programming provided by our Training and Development team. • Project work, professional development, a business challenge culminating in presenting to our executive leadership team. • Review current engineer workflows to help look for efficiency and improvements. • Analysis of all ticket data to identify areas for automation to reduce hands on work. • Work with global team to identify AI opportunities to help drive improvements.

• Provide technical support to install and maintain company products • Conduct on-site enhancements, maintenance and support for new and existing systems • Implement new product configurations/software upgrades, installs network devices and/or hardware components/peripherals • Diagnose, troubleshoot and repair technical problems • Fulfilling aftersales needs of customers in the assigned territory • Maintain response time & downtime as per the SLA to assigned customers • Deliver actionable data driven insights to explore new areas of operational excellence • Ensure all in-field activities are carried out safely complying with company environmental Health & Safety (EHS) guidelines and procedures

• Manage inquiries across all service channels (phone and email) for our global client base, ensuring timely responses and end-to-end resolution for clients in accordance with client-defined Service Level Agreements (SLAs). • Accurately document incidents, requests, resolutions, and client requirements while providing clear explanations of technical concepts to both technical and non-technical stakeholders. • Triage complex, technical escalations from clients and internal teams. • Use CS documentation, test accounts, and in-depth knowledge of the Entersekt product suite to resolve issues promptly. • Investigate and troubleshoot transaction failures and product-related issues through reproduction, user testing, log analysis, and code interpretation. • Execute incident management processes, including sending notifications and providing technical troubleshooting during system-wide issues. • Act as point of escalation for incidents, leveraging Infrastructure Monitoring tools and systems (for example, Zabbix, Grafana, etc.) to acknowledge and investigate outages. • Collaborate with internal teams to document incident causes and corrective actions. • Contribute to self-help resources by documenting recurring issues, resolutions, and standard procedures. • Help drive continuous improvement of our business systems and processes. • Participate in team initiatives and ad-hoc projects as needed to support business goals. • Engage with cross-functional stakeholders to coordinate the resolution of technical issues, ensuring seamless communication across teams.