- Job Requirement is to operate and utilize tools required to complete duties assigned: general computer use and operations and office skills necessary to complete assigned tasks, properly. - Control and oversee cases are properly dispatched and completed, picked up and processed, according to all policies and procedures. - Review, organize, and distribute all cases using common knowledge of coverage areas. - Ability to conduct full tracking skills and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis. Must control full completion of all work assignments that are given, also providing assistance to assure completion, where needed, to provide excellent service to our facilities. - Completes preparation of daily work assignments, and continues communication throughout the shift, tracking and possible re-routing, if necessary. - Work cooperatively and fully communicate verbally with Area/ Regional Management, Logging area, Stat Tracking, Customer Service, Call Center, etc., to ensure case completion, throughout entire shift. - Dispatcher will accommodate various facility special requests, honor high priority facility orders, expedite urgent cases conducting constant follow up, and maintain a positive attitude to connecting parties to ensure excellent customer service is being provided. - Must be able to provide detailed written documentation of issues that occur, throughout the shift. It may be necessary to conduct mild investigations of situations, or conduct trouble shooting, or oversee an immediate handling of an unexpected problem. The Dispatcher must do whatever it takes to provide productive and efficient services to satisfy our customers and facilities. - Notifies Dispatch Manager of any issues that are difficult to control, immediately. - Identifies and pursues self-improvement needs, adapt to changes when proposed. - Perform other duties as assigned, help out when attendance issues arise within the office, maintaining positive attitude during crisis and engaging in daily teamwork with minimal encouragement. Dispatch is responsible for help in decreasing high levels of stress. - Full assistance of high-volume important phone calls, from our facilities, phlebotomists, in house calls requesting dispatch assistance, employees out-in-the-field allowing others to complete their tasks and handle their required duties, as well. REQUIRED SKILLS: - Must have a High School Diploma- or equivalent. - Prefer dispatch experience, some medical terminology helpful. - Must pass a drug screen and criminal background check. - Must have ability to organize and control multiple tasks at one time, in a fast paced- high volume Laboratory Dispatch Office setting. - Must have ability to handle large volumes of telephone assistance with various departments and connecting personnel. Must also be able handle a large volume of the personnel out-in-the-field. - Must be trustworthy and able to work well without total supervision. - Must have knowledge of general area logistics and be able to distinguish various locations and have the ability to utilize various tracking tools that are available to control decisions with minimal confusion. - Must be self-motivated, dependable and competent.

• Providing exceptional customer support for the company's software products • Troubleshoot and resolve complex technical issues • Collaborate with engineering teams to address product defects • Contribute to the development of knowledge base resources • Analyze and prioritize incoming support tickets based on urgency • Communicate with customers ensuring a positive experience • Develop and maintain strong relationships with customers acting as a trusted technical advisor • Collaborate with the Technical Support team to identify recurring issues • Work closely with engineering, product, and sales teams

• Provide L1–L2 support for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot login issues, session disconnects, performance problems, and application access • Support local laptops used primarily for AVD connectivity • Support **Nerdio-managed AVD environments**, including: • Dynamic host pools • Golden image updates (following runbooks) • Software distribution to AVD hosts • Support user access and devices via: • Active Directory (AD) • Microsoft Entra ID (Azure AD) • Intune • Provide operational support for: • PrinterLogic • Mimecast • Zscaler • Perform daily checks, follow change processes, and escalate issues when required

• Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs. • Deliver exceptional customer service experience and technical support to our clients. • Support our non-engineering teams in using, debugging, and understanding our platform. • Maintain and improve internal product documentation for the client support team. • Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.