• Act as the final point of contact for complex technical issues • Design and implement streamlined support protocols • Track and report on key performance indicators (KPIs) • Collaborate with leadership to scale the support department • Mentor and manage a team of support specialists

• Provide remote technical support for IDEXX VetLab analysers and diagnostic devices. • Troubleshoot hardware/software issues, calibration, and performance concerns. • Respond to customer queries with clarity and empathy. • Collaborate with internal teams to deliver timely solutions. • Participate in a rotating roster, including occasional Saturdays and after-hours support.

• Field complex/escalated issues for high value or critical clients • Work directly with clients to understand issues, document in a case, and work towards resolution. • Uphold SLA’s regarding responsiveness on individual cases. • Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team. • Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary. • Validate and identify product bugs and be able to document the expected behaviors for resolution. • Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps. • Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention. • On-call support. • Help train more junior members/ customer support representatives on our software and processes. • Updating the ticket tracking system to provide an accurate, and current, status of support issues. • Creating Knowledge Base articles to expand the knowledge for handling support issues.

• Participate in a 24x7x365 rotating call schedule with the cyber solutions team for the emergency response claims hotline. • Serve as a poised and assured first point of contact for insureds reporting cyber incidents. • Assist and follow up on cyber/privacy control implementations, ensuring follow-up with different insureds. • Engage with insureds via email and phone daily while consistently maintaining a positive, enthusiastic, and customer-focused attitude to ensure exceptional service and satisfaction. • Reach out to new and renewing insureds to offer and coordinate onboarding calls when one has not already been completed and conduct onboarding calls. • Track and conduct Claims Concierge communications, including emails and calls to insureds regarding their claims experience. • Assist with proactive loss mitigation service requests and outreach for insureds as needed. • Provide immediate acknowledgement of incoming emails via the Cyber Solutions shared mailbox from insureds, brokers, underwriting, claims, etc. • Coordinate calls with insureds for Cyber Solutions Team Members, including workshops, renewal preparation, subjectivity calls, vendor coordination, etc. • Assist with security and/or privacy scans, including responding to scan requests, running scans, and providing scan reports and interpretation once available. • Utilize internal tools for daily tracking and documentation purposes. • Data entry as needed. • Keep up to date with cyber threats, priorities of risk, and communicate them to different levels of audiences. • Provide support to the rest of the eRisk team for technical and privacy-related issues. • Help develop internal services and resources to deliver high-impact and cost-effective cybersecurity services and related market advice. • Perform other duties as assigned.