• Provide clear, accurate, and solutions-oriented technical support via phone, email, and/or live chat to customers and field sales teams. • Ensure customer interactions promote Twist’s brand and create high customer loyalty and satisfaction. • Provide basic application support and perform troubleshooting for field sales teams and customers. • Assist in the development and implementation of plans to improve technical services and capabilities while working towards corporate/individual revenue and customer allegiance goals. • Effectively communicate competitive information and additional sales opportunities to Marketing and Field Sales. • Provide feedback to Production personnel for product improvements. • Track customer satisfaction and work to continually improve customer satisfaction. • Facilitate and participate in customer complaint troubleshooting with the Development and Production teams and other technical experts. • Participate and assist in technical training sessions, as needed.

• Provide On-Site Support • Respond to all client queries • Collaborate with other network professionals for maintenance and troubleshooting • Document relevant departmental and field activities • Resolve complexities • Engage in routine maintenance checkup • Keep the network up and running • Troubleshoot and debug new hardware and software • Offer guidance and training to client personnel • Coordinate with contractors for necessary facility support • Analyze issues and prepare service report in a timely manner.

• Level 2 support resolves complex, escalated issues that require advanced troubleshooting skills and a strong working knowledge of Uneekor products and systems. • Provide technical assistance in the installation, implementation, configuration, and troubleshooting of hardware and software products. • Diagnose and resolve technical issues, including network connectivity and system errors. • Follow up with clients to ensure their systems are fully functional after troubleshooting. • Respond to technical support inquiries via phone, email, and chat in a timely and professional manner. • Document technical knowledge in the knowledge database. • Thorough documentation of customer interactions within the Uneekor’s CRM platform (Hubspot). • Mentor level 1 support specialists on department policies and procedures. • Collaborate with other teams to escalate and resolve complex technical issues. • Escalates unresolved issues to Level 3 Support. • Keep up to date with industry trends, emerging technology, Uneekor’s hardware and software products, and technical support processes.

• Analyse and handle incidents discovered through monitoring or customer requests. • Handle customer requests via Ticketing system or Email. • Monitor Organisation Infrastructure and Applications via Monitoring Tools and Emails. • First level support to customer requests and escalate alarms and issues on time. • Report generation and updating to stakeholders.