• Providing Level 1 technical support (verbal and written) for the Company’s software products (IAMQC, MSDRx) and related applications to both external and internal customers • Handling customer support inquiries • Conveying customer feedback to Product Management, Quality, and Marketing teams • Process mapping • Writing work instructions • Using the database for boilerplate product support language • Managing and tracking customer complaints • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents • Manage and track customer inquiries to ensure timely resolution • Provide regular reports on case status and trends to management • Perform other duties as assigned to meet business needs

• Provide technical support to MarketMan global customers through phone, chat, and email. • Maintain comprehensive product expertise across the MarketMan platform. • Provide escalation support and mentorship to Tier 1 team members. • Serve as the primary point of contact for customers requiring advanced technical assistance. • Partner with Product and R&D teams to identify, document, and resolve technical defects. • Diagnose and troubleshoot POS integration issues. • Facilitate cross-functional collaboration by routing customer issues to appropriate departments. • Provide proactive status updates to customers on open cases.

• Develops proficient competence for assigned services and systems while grasping the integration and interaction of all supported services and systems • Provides guidance and support for computing platforms and systems integration • Actively participates in on-going processes to integrate end users requests with software functionality • Contributes to analysis and recommendations relating to performance and/or capacity of systems to ensure reliability for current and/or future use • Provides diagnostic skills and expertise to coordinate problem determination and resolution, with vendors and manufacturers, across the full range of NMHC distributed systems IT environment

• Provide operational support for primary revenue-generating applications, participating proactively in incident resolution • Respond to support tickets and user inquiries with timely, effective solutions • Monitor system performance and proactively identify potential issues with applications and infrastructure • Document technical procedures, troubleshooting steps, and knowledge base articles • Create and maintain end user documentation for internal applications • Collaborate with platform engineering team on incident response and system improvements • Assist with user onboarding and training on systems and cloud platform access