• providing analytic support for organizational priorities • monitoring issues that arise on a daily basis • supporting end users with requests, training/education, and other items • working with Analytics Associates and Analytics Consultants to troubleshoot problems/concerns

• Provide remote support for over 200 customers, resolving technical issues efficiently and empathetically. • Troubleshoot and analyze software and hardware incidents following standard Philips procedures. • Escalate critical or complex cases to senior experts when needed. • Maintain a high level of technical knowledge and continuously grow your expertise. • Contribute to our knowledge base and share best practices with global support teams. • Ensure every customer interaction reflects Philips’ commitment to quality and care.

• As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. • You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. • You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality. • Your work directly supports customer satisfaction, retention, and long-term relationship strength. • Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders • Support in the development and documentation of processes and best practices to provide support for customers and product end users • Demonstrated ability to effectively explain technical issues to non-technical audiences • Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require • Mentor and support level 1 and level 2 technical support specialists • Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings

• Manage a daily workflow of managing live chats, new and open tickets • Running screenshares with users to determine next steps on resolutions • Respond to inbound live chats and emails within an acceptable timeframe • Manage a queue of tickets with competing priorities • Investigate and resolve inbound tickets through various means • Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible • Escalate tickets when appropriate • Balance the needs of the business and the customer to prioritise enquiries appropriately • Provide consistent and regular updates to users on any active issues they’re experiencing • Meet all SLAs and goal targets set out by your leader