• Provide excellent customer service, every day, without exception, by accomplishing the following daily operational goals: • Work collaboratively within a tier 2 customer operations team to support a variety of services and equipment including Hosted Voice, SIP, SD-WAN services, professional/IT services, copper POTs services, and voice/data over multiple connection types including internet, managed circuits, LTE, and MPLS. • Provide problem identification, resolution, and after-action reports for continued cross training and incident response improvement • Navigate multiple CRMs and/or ticketing systems to appropriately manage and gather data • Troubleshoot complex network environments, products, and service issues, including 3rd party: Hardware, Circuits, and Legacy Copper POTS Lines - Examples: VPN, MPLS, BGP Peering, etc. • Expected to log into a call queue and handle customer and vendor calls with a positive problem-solving attitude • Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for follow up and when necessary, escalation to Tier III Tech Support using Ticket classification Guidelines • Properly document in OSS system call purpose and resolution • Utilize online resources and internal knowledge base software such as “ProcedureFlow” to resolve customer troubles • Manage relationships between vendors, internal resources, and customers via phone, ticketing system/portal, email, and/or chat • Participate in continuing education and training for new products and services • Must follow predefined guidelines, protocols, and procedures as directed • Consult with Tier III, lead, supervisor, or manager as needed for problem resolutions • Be available to work any shift in a 24x7 call center environment • Level 2 on-call responsibilities at logged hourly time for work performed • Flexibility to perform additional tasks or duties outside of normal daily activities • This could include participating in a Tier 1 support role, service delivery capacity or professional services support environment

• Act as a trusted technical partner to dental professionals • Support dental professionals throughout their digital journey • Responsible for the initial processing and assessment of digital orthodontic cases • Deliver high-quality technical support • Provide on-site and remote Spark demonstrations in collaboration with Sales teams • Involves 25% travelling and supporting dental events • Combining hands-on digital dentistry, customer training and education, and problem-solving

• Provide post-sale technical support to customers and partners • Assess and document reported customer issues • Formulate and communicate resolution plans • Gather necessary information and resources • Investigate and reproduce case scenarios • Provide clear customer responses and document corrective actions • Develop knowledge base articles and pre-written responses • Provide consultation and mentoring to technical support engineers

• Provide post-sales phone and email support to the Delinea customer base. • Resolve technical customer problems and drive process/policy improvements through root cause analysis. • Call customers to troubleshoot technical issues. • Participate in group problem solving meetings to overcome challenging issues. • Researching and solving complex issues. • Working closely with Team Lead to meet SLA and customer requirements. • Test and verify product functionality to reproduce customer issues. • Document detailed failure and solution information within cases.