• Handle service request (SR) support for the client's application environments; • Respond to incidents, ensuring service continuity according to established SLAs; • Create requests for responsible teams and resolver areas for analysis and permanent fixes; • Record and track incidents and requests in the standard tool; • Install, calibrate and relocate label printers (Zebra, Elgin and Honeywell); • Analyze integrations, including XML file structures and application logs; • Query MySQL databases for log analysis; • Execute system actions such as reprocessing exams; • Configure access, perform password resets and guide users on using the platform; • Interact with internal and external areas (business, finance, production, sales, suppliers and software houses); • Create and maintain documentation of activities performed in Confluence.

• Provide remote technical support via phone, email, and chat • Troubleshoot system and equipment issues using structured problem-solving • Guide customers through step-by-step solutions • Interpret alarms and system messages • Escalate complex cases when needed • Accurately document cases in CRM systems

• Make scheduled outbound calls and respond to inbound calls from Veterans needing device support. • Provide guidance for initial device setup and basic configuration of mobile devices. • Assist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as needed. • Troubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operations. • Deliver over-the-phone reassurance and calm support when diagnosing and resolving issues. • Walk Veterans step-by-step through device functionality and application use. • Clearly communicate technical concepts in plain language tailored to the user’s comfort level. • Accurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI). • Regularly review PowerBI dashboards to identify and address items that are due. • Order and track retrieval kits for device return and reconciliation. • Provide a professional, empathetic, and patient-focused service. • Maintain consistent attendance and start shifts on time.

• Become highly proficient in the NetDocuments platform, architecture, and integrations, including migration tools such as ndImport, ndToolkit, etc. • Own and manage partner-submitted Support Cases from creation through resolution • Troubleshoot complex technical issues reported by partners, going beyond standard documentation to identify root causes • Reproduce issues in controlled environments and document clear, detailed replication steps • Analyze system behavior using logs, diagnostic tools, and network traces. Identify patterns by parsing and interpreting application or server logs. • Collaborate directly with partners to understand implementation challenges and guide them toward effective resolutions and best practices • Build strong working relationships with partners to facilitate efficient issue resolution • Communicate clearly and effectively through written case updates and live collaboration sessions when needed • Escalate issues appropriately while maintaining ownership and accountability for case progress • Stay current on NetDocuments releases, enhancements, and platform capabilities • Contribute to documentation and knowledge sharing to improve team collaboration and enable partners to self-serve solutions • Participate in an on-call rotation to support critical partner needs during go-live events (rare but important)