• Acts as 2nd level advanced Paxera product software support to clients, L1 technical support and implementations • Works to exceed customer’s service expectations and deliver best in KLAS service • Responds to user requests for service and investigates error messages to determine nature and extent of support needed • Documents and escalates unresolved problem tickets to appropriate department for issue resolution • Attends conferences, exhibitions and trade shows as needed to ensure technical issues are resolved timely • Prepares weekly activity reports as needed for customer or sales • Provides immediate notification to Technical Support Manager and team regarding major service failures or customer system outages • Maintains training on PaxeraHealth’s products, policies and procedures • Maintains training on the latest technologies ensuring that own expertise and knowledge in the support, operation and installation of any application of Paxera products and programs is maintained • Utilizes advanced tools to analyze network communication affecting the use of Paxera’s applications • Troubleshoots, configures and installs PaxeraHealth’s family of products for clients and potential clients ensuring a high level of customer satisfaction is maintained • Performs hardware/software upgrades to existing computer equipment as needed • Provides proactive service based on system monitoring information • Performs technical tasks in assisting with project implementation such as installing virtual machines, OSs and software and scripting • Helps clients to understand Paxera technologies in relation to imaging and clinical workflows • Investigates appropriate areas of potential problems and elevates to L3 Support or to the TS Manager if resolution cannot be determined • Works with TSE-L3 and Development on detailed documentation of problem tickets for resolution or submission of product enhancement request • Works with 3rd party software vendors to resolve problems where Paxera’s products are integrated • Updates internal documentation and technical support content when after go lives changes are made to Paxera products and programs

• Assist clients (auction houses as well as bidders and buyers) via phone, email, and chat, by answering questions and troubleshooting technical and non-technical issues. • Provide world-class service to our auction houses and bidders via phone, email, and chat • Own customer issues and escalate to the right channels when needed • Provide instruction and tutorials about our service to existing customers • Learn and become an expert on Invaluable’s features and processes and maintain exceptional knowledge of the product as it evolves • Locate a customer’s account information on multiple platforms, ask relevant questions to understand and reproduce an issue, provide solutions and document your interactions fully • Represent the voice of our customers by interfacing and collaborating with other internal teams when appropriate • Perform administrative tasks and take on special projects when needed

• Own CX onboarding and offboarding execution for employees and contractors supporting CX accounts, including reporting and tracking. • Coordinate with CX Delivery leadership, IT, Security, Training, and HR systems partners to ensure timely onboarding and separation. • Order and track equipment delivery as part of the onboarding process. • Support the return of equipment during the offboarding process. • Serve as an escalation point for complex, urgent, or high-risk onboarding and offboarding scenarios. • Ensure role-based access alignment and validate access completion prior to training or production readiness. • Maintain CX onboarding, offboarding, and identity management process documentation and standards. • Identify operational risks, gaps, and inefficiencies that will drive continuous improvement initiatives. • Provide guidance and mentoring to associate-level onboarding and offboarding candidate care coordinators.

• Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable) • Troubleshoot and resolve common to moderately complex product issues independently • Provide clear, friendly, and professional communication tailored to each customer’s needs • Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT) • Prioritize and manage a high volume of tickets while maintaining accuracy and quality • Document resolutions thoroughly, ensuring proper categorization and clear notes • Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation • Create or update knowledge base articles to improve self-service and team efficiency • Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed • Support newer team members by sharing knowledge and best practices as you grow in the role