• 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

• Provide responsive and effective chat and email support to merchants during onboarding, post-installation, and ongoing maintenance phases. • Complete onboarding tasks for merchants, involving front-end development on Shopify storefronts (HTML/Liquid, CSS, Javascript). • Install Okendo widgets on storefronts and perform feature setup steps, including SEO optimization and integrations with other apps. • Fulfill post-install and maintenance tasks for merchants. • Customize Okendo’s widgets, install extra components, and investigate front-end bugs. • Follow Okendo's guidelines and coding practices to ensure high-quality work. • Maintain a high standard of work quality for yourself and your peers. • Actively solicit Okendo app reviews from satisfied customers. • Assist other support team members with their questions and tasks when applicable. • Contribute to the maintenance of the internal technical documentation. • Collaborate with the development team to communicate customer feedback and identify potential product enhancements.