• Provide on-site plant support for local ICT infrastructure (hardware, network, telecom) • Support users in the use of IT resources (data collectors/handheld scanners, printers, etc.) • Provide operational support for applications used at the plant • Interact with local ICT vendors to support the plant • Report critical incidents and follow up on resolutions • Escalate and coordinate with the global technical team for critical incidents

We are seeking a dependable and organized Remote Service Coordinator to assist with client communication, scheduling support, and coordination of service details. This fully remote role is ideal for someone who enjoys helping people, staying organized, and ensuring tasks are handled efficiently from start to finish. As a Remote Service Coordinator, you will communicate with clients to gather important information, assist with scheduling requests, and help coordinate reservations and confirmations. You will review details carefully, maintain organized records, and ensure updates are communicated clearly throughout the process. This position plays an important role in creating a smooth, well-managed experience by keeping schedules organized and ensuring all information is accurate. The ideal candidate is detail-oriented, proactive, and comfortable working independently in a remote environment while using provided systems and tools. Key Responsibilities: - Coordinate scheduling requests, reservations, and confirmations - Communicate with clients to collect necessary details and provide updates - Review information carefully to ensure accuracy and completeness - Track changes and follow up on outstanding items - Maintain organized records using internal systems and digital tools Qualifications: - Strong communication and organizational skills - Customer service, administrative, or coordination experience is helpful but not required - Comfortable using technology and online systems - Ability to work independently and manage multiple tasks - Detail-oriented with strong follow-through Additional Details: - 100% remote position - Training and ongoing support provided - Supportive team environment with opportunities to develop new skills Must be a citizen of the US, UK, Australia, Spain, Mexico, or LATAM.

• Deliver technical phone support and problem resolution for customers of BD Parata's pharmacy automation systems • Guide customers and field employees in the operation, troubleshooting, and maintenance of hardware, software, and related applications • Troubleshoot issues related to computer workstations, servers, Windows OS, software, conveyors, controls, and other equipment • Document all activities and service interactions in Salesforce and contribute to the knowledge base • Foster positive customer relationships by responding to inquiries and complaints in a professional manner

• Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering • Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms • Track and prioritize your case backlog, balancing urgency with impact on customer success • Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods • Work closely with Engineering on escalated bugs or feature requests • Uphold Granicus’s information security standards by preserving the Confidentiality, Integrity, and Availability (CIA) of customer data and systems • Participate in after-hours or weekend rotations as needed, providing advanced troubleshooting expertise for critical escalations