• Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions • Troubleshoot business and operational issues associated with the Warehouse Management System (WMS) and ancillary software • Quantify issues and provide supporting data if issues are escalated to ERP Vendor, Honeywell/Vocollect, RF Hardware Provider, Seagull Scientific, Bartender, Georgia Softworks, or other third parties • Manage the WMS environments and migration of configurations between environments • Support the operation and continuous improvement of the monitoring of cloud solutions • SQL performance monitoring / index and query tuning • Meet or exceed defined customer service satisfaction scores and meet SLAs for initial response and issue resolution • Maintain clear, concise communication with customers and internal teams • Accurately document all relevant information in the ticketing system • Collaborate seamlessly with internal teams, external partners, and vendors • Proactively escalate tickets when necessary to ensure timely resolution

• Uptime Management: Ensure that all production EDI processes operate with 100% uptime, meeting or exceeding processing expectations as per SLAs. • Stakeholder Communication: Instill confidence in internal and external stakeholders by demonstrating expertise in EDI processing and the company's core business lines. • Liaison Role: Serve as the primary point of contact between internal departments, EDI vendors, and Plan Administrators. • Process Improvement: Analyze and recommend improvements to existing products and processes. • Backup and Redundancy Management: Ensure that all critical EDI processes have sufficient backup systems in place. • Documentation and Client Support: Provide updated, accurate documentation related to EDI technologies and processes. • Technology Research and Recommendations: Stay current on emerging EDI technologies and recommend new tools or processes. • Quality Assurance and Testing: Conduct thorough quality assurance (QA) testing on EDI processes. • System Administration: Manage tasks related to user setup, including creating user accounts and configuring FTP and file server directory structures.

• Provide professional, courteous, and prompt technical support for assigned complex system level software products. • Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results • Effectively manage customer escalations associated with complex problems. • Act as liaison for the client in issues with the standard Jenzabar product. • Research and troubleshoot client reported issues with the standard Jenzabar product. • Document issues and solutions in a complete, concise manner for use in internal/external knowledge base. • Attend training/meetings on new features/enhancements to the standard Jenzabar product. • Continually increase product knowledge by reviewing documentation, knowledge base entries and hands-on experimentation. • Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc. • Be a liaison between Support Services and Product Development. • Complete other duties as assigned by respective Team Lead and/or Director of Client Support Services.

• Research and troubleshoot issues involving all aspects of the GE Digital solutions, including configuration, user interface, network and communication connectivity and performance • Collaborate with others to solve issues • Develop strong customer relationships and serve as the interface between customer and GE • Participate to on-call rotations, usually a week per month