- Provide remote support via phone, PSA ticketing system, and remote-control tools. - Troubleshoot common IT issues (M365, Windows/macOS, printing, VPN, email, etc.). - Respond to RMM alerts (patching failures, AV alerts, offline endpoints). - Perform basic system administration (M365 accounts, Azure AD identity issues). - Escalate complex issues with complete notes and diagnostics. MSP Workflow & Documentation - Follow MSP workflows including SLAs, ticket documentation, and escalation rules. - Maintain detailed, accurate ticket notes and real-time time entries. - Understanding MSP workflows, PSA/RMM tools, SLAs, and documentation standards is required. Customer Service & Communication - Deliver exceptional customer service with clear, professional communication. - Communicate directly with end users and write detailed ticket notes. - Must be able to explain technical issues clearly and professionally.

• Receive and Prioritize: Take incoming customer requests via phone, email, or ticket system and assess their urgency. • Schedule Technicians: Coordinate appointments for technicians, plan their assignments, and proactively track progress. • Sales Support: You coordinate and schedule appointments with new potential clients for our sales team. • Keep Operations Running: Ensure smooth daily business operations by monitoring open tickets and following up as needed. • Customer Communication: Serve as the main interface between customers and internal teams, providing updates and managing expectations. • Problem Solving: React quickly to emergencies or schedule changes and find solutions on the spot.

• Manage and optimize tools like Okta, Google Workspace, Slack, ClickUp, and AWS • Administer accounts, roles, and permissions across all internal systems • Build and maintain automations and integrations (Zapier, Make, APIs) • Monitor system performance, security, and uptime • Support workflow automation, compliance, and data governance • Lead incident response and disaster recovery planning • Document configurations, workflows, and best practices

• Work directly with customers to quickly triage issues, debug problems, and ensure theyʼre getting the most out of HappyRobotʼs AI platform. • Diagnose issues, design and test quick solutions, and collaborate closely with both engineering and product teams to strengthen the platform. • Apply prompt engineering skills to help customers fine-tune their AI workers, ensuring accuracy, reliability, and speed across real-world logistics workflows.