Provide advanced technical support for equipment lifecycle management, perform root cause analysis, and manage complex technical cases to enhance reliability and optimize performance while collaborating across teams for effective solutions.

• Provide technical support to existing clients, ensuring a high level of service quality • Manage and defend key accounts in a competitive market environment • Conduct business development to identify and secure new business opportunities • Understand customer needs and offer appropriate technical solutions • Manage the business relationship, including price negotiations and the ongoing development of accounts • Collaborate closely with colleagues in the United States and Mexico to ensure seamless support across the region

• Oversee all support cases for technical and troubleshooting accuracy • Take ownership of support tickets and troubleshoot when needed • Manage escalated support cases and work with cross-functional teams to identify and resolve complex issues • Provide timely and accurate status updates on cases, projects, and tasks as needed • Clearly communicate any issues or concerns and raise it to relevant stakeholders • Anticipate and proactively address potential issues before they become problems for clients • Manage customers' expectations and experience in a way that results in high customer satisfaction • Develop and maintain technical documentation for internal and external use • Seek out opportunities to improve the customer experience and increase customer satisfaction • Participate in severity one and on-call rotation for after-hours support as needed • Manage the on-call rotation for the entire team • Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform • Take thorough and accurate notes during meetings and follow up on any action items assigned • Take the initiative to learn and develop new skills and stay up to date on industry best practices and trends

• Oversee all support cases for technical and troubleshooting accuracy • Take ownership of support tickets and troubleshoot as needed • Manage escalated support cases and collaborate with teams to resolve issues • Provide timely status updates on cases and projects • Communicate issues to relevant stakeholders • Proactively address potential issues for clients • Manage customer expectations for satisfaction • Develop and maintain technical documentation • Seek opportunities to improve customer experience • Participate in on-call rotation for support • Collaborate on initiatives to improve Salesforce platform • Take thorough notes during meetings and manage action items • Initiate learning and skill development in industry best practices