• Play a key role in supporting customers to ensure they successfully use and benefit from the Appficiency NS products & Microsoft 365 products • Work closely with more experienced customer success managers and other internal teams to deliver a seamless customer experience • Help customers maximize the value of their NS systems • Address and resolve customer issues promptly and effectively as an escalation point for customer support and CSA's • Gather customer feedback to improve the products or service and enhance the overall customer experience • Respond to ticket and support requests for all customers and help manage the ticket to its resolution within defined SLA's • Work with other teams, such as customer success, development, sales and marketing, to ensure customer support tickets are resolved within SLAs • Maintain accurate records of customer tickets, and solutions, and report on key metrics for ticket response times and ticket trends • Create and edit existing knowledge base articles and video content • Represent customer needs and interests within the company to drive product roadmap and service improvements • Test Bug resolutions and Change requests for the customers to ensure they meet their needs

• Provide first-line technical support to end-users for hardware, software, and network issues • Escalate complex or unresolved issues to Tier 2 support or other relevant teams • Manage and support Microsoft Intune for device management, security policies, and application deployment • Administer and Support Exchange Online, including user management and troubleshooting • Maintain and operate basic Virtual Machine related tasks in VMware ESXi virtualized environments • Develop and maintain PowerShell scripts for automation and reporting • Document IT procedures and contribute to continuous improvement initiatives • Purchase, set up, and deploy new IT hardware and software, ensuring configurations align with organizational standards and security protocols

• Provide exceptional customer service in person, via phone, and email as appropriate, ensuring all users feel supported and valued • Resolve help desk issues including troubleshooting hardware and software issues with urgency and accuracy • Assist users with application navigation, helping them understand and effectively use platform features • Perform user administration duties, including setting up accounts for new customers and managing user access • Provide prompt and accurate feedback to customers, keeping them informed throughout the resolution process • Maintain detailed documentation of issues, resolutions, and customer interactions to support knowledge sharing and process improvements • Collaborate with Product, Engineering, and Operations teams to escalate complex issues and communicate customer feedback • Contribute to ongoing process improvement efforts by identifying trends in support issues and recommending solutions

• You will take ownership of customer issues, including; initial troubleshooting, identification of root cause and issue resolution or escalation, identify and escalate priority issues that need immediate attention • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience • Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible • You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers • Create the process or troubleshooting documentation in the support of knowledge base.