• Diagnose and resolve technical issues, including but not limited to branch video and phone systems, access issues across multiple platforms, and data connectivity for remote users. • Deliver high-quality support via phone, guiding users through technical solutions while following a structured knowledge base. • Handle password resets, "how-to" questions, and general inquiries about supported systems. • Identify, document, and analyze trends to support effective problem resolution and prevent recurrence. • Assess and prioritize work based on severity, urgency, and impact. • Follow escalation protocols to ensure unresolved issues are addressed promptly. • Maintain detailed and accurate records of daily activities, system functions, and user interactions. • Assist with additional tasks as assigned.

• Provide advanced technical support for media and television systems • Troubleshoot complex issues involving commercial TVs, media distribution systems, set-top boxes, and streaming devices • Serve as a technical escalation point for Tier 1 agents • Diagnose system-level issues involving network connectivity, device firmware, and media platform configurations • Coordinate with engineering or technical teams to resolve advanced issues • Provide detailed documentation of troubleshooting processes and solutions • Assist in improving support processes and knowledge base documentation

• Prestar suporte aos clientes por meio de ferramentas de acesso remoto e chat online; • Acompanhar clientes, sejam iniciantes ou experientes, na utilização da plataforma; • Participar de reuniões periódicas com o time de Customer Success para avaliar melhorias nos processos; • Identificar problemas enfrentados pelos clientes e oferecer soluções eficazes; • Construir um relacionamento duradouro e valioso com os clientes; • Gerar relatórios detalhados sobre problemas identificados e soluções implementadas.

• KPI-based AI strategy: Identify and prioritize use cases based on a solid business-case calculation • Develop pragmatic roadmaps that combine quick wins with long-term scalability and value creation • Advise on optimizing business processes with AI to create structural efficiency gains • Select tools and architectures with consideration for Total Cost of Ownership (TCO) and scalability • Regularly track and report the real impact of implemented AI solutions to the investment teams • Enable teams to use AI independently and responsibly to build sustainable capabilities across the portfolio