• Understanding clients’ installations and processes; • Designing procedures for system troubleshooting and maintenance; • Building tools/queries to fulfil customer service requests and improve customer experience; • Investigating and identify root cause concerning reported customer incidents; Perform service restoration actions when possible; • Taking part in the investigation and Problem Management processes - during the support & maintenance phases – by implementing bug fixes, upgrades and enhancements to our existing clients; • Providing second level support for Qualco software services; and • Developing/Updating internal Monitoring Tools. • Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

- Provide 1st level support to clients; - Pick up client tickets & phone calls to ensure SLA’s are met, analyze, log and track issues and tickets; - Proactively pick up issues to ensure minimum service disruption for the client; - Track, monitor, and report client issues while providing periodic updates to both clients and internal teams in a timely manner; - Understand clients’ installations and processes; - Monitor alerting mechanism and activate escalation process if issues occur; - Monitor and report clients’ environments; - Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

• Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues • Gather and document all relevant information for reported issues, ensuring accurate case creation and updates • Apply standard troubleshooting techniques and validated fixes under guidance from senior team members • Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details • Reproduce reported issues in internal environments to support investigations • Follow up with customers to ensure issues are resolved to satisfaction • Maintain clear, professional communication with customers throughout the support process • Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing

• Respond to technical inquiries via email, chat, or phone • Troubleshoot and diagnose software, hardware, or platform issues • Guide users through step by step solutions in a clear and user friendly manner • Escalate complex issues to senior technical teams as required • Document tickets, resolutions, and ongoing concerns in support systems • Assist with product testing, bug reporting, and identifying recurring issues • Maintain up to date knowledge of product features, updates, and known issues • Provide exceptional customer service and ensure user satisfaction