• 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)

• Monitor, troubleshoot and fix technology integration issues • Ensure all customer support activities are built, supervised and resolved in the Expel ticketing system • Provide guidance, mentorship and oversight in delivering our services to customers • Identify and drive improvements to our processes and technology • Work to constantly refine the enrichment and accuracy of our health monitoring systems • Offer your expertise and step in to help when customers and analysts need additional support • Support our Solution Architects and Engagement Managers to ensure we are taking care of our customers with high levels of care and quality