• Own and manage customer-reported product issues, ensuring resolution within defined Service Level Agreements (SLAs). • Perform root cause analysis and coordinate with appropriate engineering teams to drive issue resolution. • Diagnose and resolve product and third-party integration issues, both technical and non-technical. • Investigate, document, and escalate complex or systemic issues to engineering teams. • Provide on-call support coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time, as part of a rotating schedule. • Collaborate with product management, engineering, and site reliability engineering teams to identify recurring issues and performance improvement opportunities. • Act as the “voice of the customer” by sharing insights and feedback to influence product enhancements. • Create, maintain, and contribute to technical documentation and knowledge base articles for internal teams and customers. • Stay current with new products and services through regular monthly releases. • Work independently, making informed decisions while owning issues end-to-end.

• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • Must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities. • It will be good if having the CSG Activation(IAT-Interactivate) product knowledge. • Use provisioning and order management systems tools to initiate and track the service activation process. • Must be aware of bulk provisioning process. • Supports customers per the details contained in the customer maintenance and support contracts. • Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues. • Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team. • Analyze and debug CSG product applications. • Ensures CSG Support Tool is always updated with the latest ticket details. • Delivers product installations according to internal procedures. • Assist direct line manager with reporting on KPIs and team progress. • Escalates opportunities and/or issues according to established procedures. • Performs Application Health Check. • Works on performance issues. • Works in different business times and on-call 24hs / 7 days. • Shift work, stand by support and working on weeknights/weekends/public holidays is required. • Ad-hoc occasional travel to customer sites.

• Resolve escalated support tickets from the Phone Support team • Manage all incoming tickets from client portal and email (Tier I, II and III) • Troubleshoot advanced M365 and Google Workspace issues • Administer identity, security, and collaboration platforms • Execute New Hire onboarding requests • Configure and deploy new computers • Maintain accurate documentation in PSA system • Meet or exceed SLA and utilization targets • Contribute to knowledgebase and process improvements

• Answer incoming support requests regarding software, services, hardware, or networking issues promptly. • Manages and tracks the ticketing system, ensuring all employees are updated on support requests • Documents processes, solutions, or problems in a way that helps the Information Technology team scale solutions for the company. • Notifies direct leadership regarding recurring issues or patterns of problems in the environment; tries to find solutions to systemic issues, and presents their solutions to the team for implementation. • Escalates issues to the appropriate team member when necessary. • Maintains the confidentiality and privacy of employee and company-sensitive data. • Performs assigned tasks promptly with accuracy, efficiency, and empathy.