• Provide email and occasional phone support (outbound) to guests and merchant partners via our ticketing system on the Zendesk ticketing platform • Complete 70 tickets/day with a one-touch ticket percentage of 80% or higher and a CSat score of 90% or higher • Maintain close contact and open communications with restaurant owners and guests until an issue has been resolved • Provide white glove support to our VIP guest cohort including booking reservations and offering priority support via a text line • Escalate complex issues to Tier 3 and Management appropriately • Communicate complex technical issues to our end users and development team and follow up with the team and end users according to our policies • Conduct technical support in line with documented procedures • Provide your direct manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems • Use communication channels to inform the team of important issues and information which will help improve team performance

• Provide phone/email/webex consultation to debug customer problems of low to medium complexity. • Develop excellent communication skills (phone/email) to provide support to the Jaspersoft • Mentor the Associate Support Engineer (IC1) for technical help on Product related issues. • Understand the product issues reported by the customer and reproduce it locally in the support lab. • Provides prompt and accurate feedback to customers. • Work with the senior members in the group to provide workarounds for the customer reported issues. • Escalate issues to senior members in the group when unable to overcome obstacles. • Learn from escalated issues and avoid repeated escalations of the same problem type. • Attempt to provide workarounds where applicable to help reduce the need or urgency for Change Requests. • Create Change Requests (CRs) for the defects/enhancements reported by the customer. • Work on the assigned Jaspersoft Product and learn all the areas of those products. • Learn the technologies required for supporting the Jaspersoft product. • Create Knowledge Base articles (FAQ/Solutions) for the Service Requests that have repeat value. • Need to work in the following shift: EMEA shift (~12:30 pm - 9:30 pm IST)

• Responsible for installing, repairing and maintaining manufactured instruments across the UK • Independently diagnoses and resolves customer instrument issues, ensuring accurate and effective service • Delivers operational training to customers, primarily at installation • Maintains high customer satisfaction by meeting service expectations and providing timely documentation • Offers remote support via PC and phone, travels extensively as needed • Manages company assets responsibly, including spare parts, tools, vehicle, and software

• Support of daily OCC / O&M work processes and development of HV training materials. • Ensure a safe working environment through strict adherence to and enforcement of company and industry safety standards. • Prepare timely and accurate documentation and required reports. • Complete other responsibilities as assigned. • Communicate effectively with clients, vendors, and teammates. • Develop HV Technical Training Material in collaboration with Technical Support Supervisor and other SOLV Employees. • Support the OCC with Power Systems Analysis and Operational guidance as needed. • Support the generation and approval of test plans for technicians or subcontractors to perform. • Occasionally review, and/or approve HV Test Reports on Acceptance and Maintenance Testing Activities. • Provide On-Call HV Support and daytime HV Support to OCC and Field Technicians. • Remote support of EPC Startup and Commissioning activities as needed. • Provide Subject Matter Expert (SME) advice to clients.