• Chat and respond to customer emails to solve technical issues they are facing • Create a report of bugs and repetitive queries from customers every day • Sync with the development team to talk about the weekly customer support experience, what things we are lacking, and what needs to be done more for better customer support • Write documents and maintain reports of top queries and missing content for the content writing team

• Front line phone support for Customers, Field Engineers, and Sales Professionals. • Professionally answer incoming calls, understand the customer’s needs and their environment to resolve Tier 1 customer issues. • Accurately document reported complaints within CRM database. • Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction. • Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc. • Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices. • Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. • Some on-site or in-house service support may be required. • Perform system error log reviews, providing a summary of findings and recommendations to field service. • Review auto-generated cases and dispatch work orders as required through CRM. • Author and review articles in the Knowledge Base per assigned goal.

• Keeping application systems fully operational and integrated into the NM IT environment • Monitoring and planning upgrades for functionality and stability • Providing diagnostic skills for problem resolution with vendors

• Organize and update files • Create marketing materials • Support business development • Assist with operations and related activities • Draft/formal policies and guidelines • Perform research • Assist in creating presentations and sales materials • Arrange travel itineraries, flights, and rooms • Track and manage expenses and payments • Handle a variety of administrative support tasks