• Owning customer interactions across in-app chat, email, and calls, delivering timely, accurate, and high-quality support • Supporting our customers in day to day utilization of Opus1 as well as supporting DIY onboarding customers with real time implementation questions • Troubleshooting product issues and guiding customers through workflows with clarity and confidence • Maintaining strong response and resolution times aligned with support SLAs • Creating “a-ha” moments by helping customers better understand and adopt the platform • Utilizating HubSpot to manage, prioritize, and resolve tickets with strong ticket hygiene (tagging, categorization, documentation) • Following triage and escalation protocols to ensure issues are routed and resolved efficiently • Identifying recurring issues and surfacing trends to Support leadership • Supporting the maintenance of Knowledge Base articles, FAQs, and internal documentation to improve self-service and team efficiency • Partnering cross-functionally with Customer Success, Onboarding, Product, and Sales to ensure seamless customer experience, issue resolution and feedback loops

For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. JOB SUMMARY & SCOPE Responsible for providing technical support and assistance to end-users within our organization. You will respond to inquiries, diagnose, and troubleshoot technical issues, and provide timely solutions to ensure the smooth operation of our systems and technology infrastructure. KEY ACCOUNTABILITIES - Respond to incoming support inquiries via phone, email, or ticketing system in a timely and courteous manner. - Analyze and troubleshoot technical issues reported by end-users, including hardware, software, and network problems. - Provide effective solutions to technical issues, guiding end-users through corrective steps or performing remote troubleshooting. - Escalate unresolved issues to appropriate IT personnel or vendors for further investigation and resolution. - Assist with the installation, configuration, and deployment of software applications and updates. - Document support tickets, resolutions, and procedures to build a knowledge base for future reference and training. - Provide basic training and assistance to end-users on software applications, systems, and IT best practices. - Monitor system performance and security to identify potential issues or vulnerabilities proactively. - Conduct routine maintenance tasks such as system updates, patches, and backups. - Follow established IT policies, procedures, and guidelines to ensure compliance and security. EDUCATION + EXPERIENCE + KEY TRAITS - A bachelor's degree in Computer Science, Information Technology, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) may be advantageous. - Prior experience in a technical support role or help desk environment is desirable. - Proficiency in troubleshooting hardware, software, and network issues. Familiarity with operating systems (Windows, macOS, Linux), productivity software (Microsoft Office, G Suite), and remote support tools. - Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users. - Strong customer service orientation with a focus on providing a positive support experience to end-users. - Ability to analyze problems, identify root causes, and implement effective solutions. - Ability to collaborate with team members and other IT personnel to resolve complex issues and achieve common goals. - Willingness to learn and adapt to new technologies and procedures in a fast-paced environment. TYPICAL PERFORMANCE TARGETS - SERVICE DELIVERY: Sustained, measured excellence in project & process delivery - COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement - INNOVATION: Step changed delivery in safety, quality, and/or cost LANGUAGE SKILLS - Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch. - Read and interpret documents, procedure manuals and various correspondence from both internal and external. - Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization. SUPERVISION - Role does not require supervision of direct and indirect reports. DECISION MAKING + REASONING - Able to take accountability and responsibility for business target delivery and decision making. - Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality. WORKING RELATIONSHIPS - Internal Customer Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.

• Provide advanced support for enterprise-scale eDiscovery platforms, including Relativity Server (2021+) and RelOne • Support large global customers operating across multiple time zones with strict SLAs • Act as a primary point of coordination during incidents, ensuring clear communication with internal teams, vendors, and customers • Troubleshoot complex issues across distributed systems, including: - Citrix and VDI environments - Windows and Linux servers - SQL Server - Active Directory, MFA, and authentication services - Networking and cloud infrastructure (Azure) • Collaborate with Infrastructure, Development, and Data Management teams to resolve platform and performance issues • Proactively identify risks, recurring issues, and opportunities for improvement • Learn and adopt new eDiscovery technologies to enhance platform support and customer satisfaction • Create and maintain technical documentation, runbooks, and user-facing guidance • Drive issues to resolution end‑to‑end rather than relying solely on escalation

• Respond to customer inquiries via phone, chat, and email in a timely and professional manner • Provide basic technical support for software, user access, and general system navigation • Create, update, and resolve support tickets using our ticketing system • Escalate complex issues to appropriate internal teams when necessary • Document all customer interactions and troubleshooting steps accurately • Follow standard operating procedures and contribute to knowledge base updates