• Ensure clinical excellence in cochlear implant management and clinical operations across AGM countries. • Conduct comprehensive training sessions for distributor teams on clinical and technical protocols. • Provide clinical and technical support throughout the implant lifecycle—from candidacy evaluation through post-operative care. • Provide remote support and troubleshoot clinical issues, managing escalated clinical and technical concerns. • Support country teams in complaints processes and collaborate with clinical leadership to update training materials and clinical protocols.

• Manage Help Scout and Accounts Receivable processes from start to finish. • Execute invoicing processes with extreme precision. • Handle tense interpersonal situations with tact. • Partner with Sales and Success teams to handle customer education and support. • Proactively identify patterns in support tickets to scope issues.

• Solve complex technical puzzles by diagnosing deep-tier issues for both Kami and Book Creator, providing solutions for problems that the frontline analysts cannot resolve alone • Act as the go-to expert for the support desk, reducing the need for management to handle technical escalations • Lead high-stakes customer calls and screen-shares to troubleshoot platform bugs or integration hurdles in real-time, serving as the expert voice for our users • Deliver internal training materials and mentorship that directly improve the first-response resolution rate of the frontline team • Act as a technical mentor for Support Analysts, providing "at-the-desk" coaching and guidance to help them build their own diagnostic skills and confidence • Investigate recurring technical themes and work closely with product and engineering teams to translate user feedback into reproducible bug reports and actionable insights • Monitor high-priority ticket queues to ensure complex cases meet resolution benchmarks while maintaining the highest quality of service

• The Support Analyst is the primary service contact assisting customers to effectively utilize the software to meet their firm’s business objectives. • The Support Analyst leverages advanced software troubleshooting skills, strong business acumen, and proven customer soft skills to proactively resolve simple to complex service requests from external customers and implementation personnel. • Ability to effectively capture, document, analyze, and reconcile customers' procedural, setup, Elite application, and integration-related inquiries utilizing remote access tools, data analysis tools, and internal systems. • Documents the nature and scope of found issues and takes steps toward resolution including testing and leveraging existing internal knowledge bases and documentation. • Communicates and recommends simple to complex business processes, procedural and/or diverse service request solutions to resolve customer issues.