• Serve as the first point of contact for customer inquiries submitted through the support ticketing system • Accurately categorize, triage, and respond to tickets following established workflows • Troubleshoot and resolve common issues related to product functionality, user errors, configuration questions, and system navigation • Gather all required details (steps to reproduce, screenshots, logs, environment information) to support efficient troubleshooting • Escalate complex issues, bugs, and product gaps as needed to Product Support, or Product teams with complete, structured information • Collaborate with Support Leads and Product teams to ensure accurate routing of bugs, enhancements, and feature requests • Follow product-specific escalation paths, ticket statuses, and routing rules consistently across both supported products • Participate in internal syncs to discuss recurring issues, documentation updates, and process improvements • Maintain and update internal knowledge base articles and ticket-handling guidelines • Identify opportunities to improve documentation based on recurring customer questions or troubleshooting gaps • Ensure all interactions follow defined SLAs, communication standards, and ticket quality expectations • Meet performance metrics for accuracy, First Response Time, CSAT, and ticket completeness • Maintain a high level of professionalism and written communication quality in all customer-facing responses • Continuously develop product knowledge through training, demos, and internal learning resources

• Perform maintenance, faultfinding, and repair tasks on cutting-edge equipment • Conduct root cause analysis to swiftly resolve issues • Ensure customer satisfaction through unsupervised work at workshops and customer sites • Commission new products and complete detailed maintenance reports • Suggest improvements to enhance customer processes • Collaborate with peers and senior technicians to share expertise and coach customer technicians • Maintain a strong focus on safety and efficiency • Support the customer’s product/equipment/processes by suggesting improvements • Provide advanced technical support and advice to sales team and other departments • Review, manage, and advise on job costs to aid planning • Guide and train colleagues in service methods and tools • Conduct plant audits and performance optimization of products • Validate and document new product performance • Provide technical support to the product line and sales teams • Develop and produce documentation to support both distributors and technical support desk

• Providing customer technical support for Genesys Cloud and working closely with Senior Technical Consultants, Escalation Managers and the team Manager for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification. • First line for support calls and emergency support calls and handles most call levels. • Diagnosing reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follows-up, resolves and/or escalates outstanding issues in a timely manner. • Responding to requests received through, but not limited to, live voice, e-mail or web. • Completing thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required. • Serving as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns. • Maintaining effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Collaborating with all resources (internal or external) necessary to deliver a timely and high-quality result.

• Day to day leadership and direction of engineers and or resources assigned to PureCloud account(s) • Assist with management of team utilization while continually seeking innovative ways to improve operational efficiencies. • Assess client needs and make configuration recommendations. • Provide client support for reported issues, concerns or enhancements based on client requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification. • Diagnose reported issues through root cause analysis. This may include, but not limited to, client dialogue, system(s) and other research with team members, partners and clients. Follows-up, resolves and/or escalates outstanding issues in a timely manner. • Manage support interactions to ensure adherence to published Support Guidelines • QA monitoring of client interactions and surveys • Client conference calls and meetings when needed • Ensure adherence to processes, procedures and protocols as outlined. • Lead to KPI’s • Weekly Team Meetings • Create, update and maintain Support documentation and procedures for assigned Genesys Cloud account(s) • Assist with staffing needs • Provide input with annual performance reviews • Mentor & train new and existing staff • Assist with on-call rotation/schedule for assigned Genesys Cloud account(s) • Assist in design, implementation and delivery of training. • Technical resource and escalation for Genesys Cloud Engineers as well as clients and vendors • In consultation with the Manager of Support Services, manage escalation process and procedures related to assigned Genesys Cloud accounts • In consultation with the Manager of Support Services, manage Genesys Cloud Engineer schedules related to assigned accounts