• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals • Manage ticket queue to ensure timely resolution • Provide customer support using remote connection software • Professional Spanish fluency is required • Provide thorough documentation on each customer interaction • Prioritize ticketing system flow by following SOPs and KB articles for resolution • Meet or exceed KPI goals • Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support

• Demonstrate technical leadership by managing end-to-end process of content delivery • Effectively synthesizes content written and verbally • Proactively manages communication and expectations with team members, clients and cross functional teams • Provide ongoing support and expertise for CIRCANA solutions, data questions, story building, and troubleshooting • Provide coaching and feedback to team members to aid in development • Work closely with functional teams (e.g. Product Management, Support, Sales) to ensure customer needs are being prioritized and addressed appropriately • Collaborates with virtual and diverse teams (i.e. offshore and onshore) • Exhibits humility and curiosity with team members to drive engagement • Provides escalation support for internal client teams and delivers executive communications • Drives transformation for clients, focusing on change management aspect to ensure smooth transitions • Accountable for ensuring all change events and client deliverables are on time and accurate • Establish and maintain scorecard metrics (key performance and key behavioral indicators); measures progress against quality initiatives • Strives to break down barriers internally to drive increased performance and efficiency

Role Description Our Apprentice Technician level 1 must be organized, an effective communicator (both written & oral), and willing to learn in order to effectively provide support in calibration/instrumentation and preventative maintenance. This role will be under the tutelage of our Training & Technical Manager and work with cross-functional internal teams. - Provide calibration, preventive maintenance, and repair under the tutelage of Training & Technical Manager/a qualified Service Technician. - Support all equipment serviced by Company (including various gravimetric, volumetric, pressure, temperature, and electrical measuring devices, HEPA-filtered devices, Biological Safety Cabinets, Clean Benches, Chemical Fume Hoods, and Cleanrooms). - Additional support services are to be provided. Qualifications - Minimum high school diploma or GED. - No prior experience or training in calibration and instrumentation. - Maintain a valid driver’s license with good driving record. - Computer literate. - Proficient in all Microsoft Office suites. - Understand and follow written and verbal instructions. - Inclinations in electronics and electrical. - Professional appearance and demeanor. - Positive attitude and excellent work ethic. Requirements - Ability & willingness to use various modes of transportation (including but not limited to air transportation). - Capability of driving extensively in and around the states of LA/TX to customer sites. - Technical/mechanical aptitude. - Skills in: - Problem Solving - Customer Service - Cost Consciousness - Organizational support - Adaptability - Dependability Physical Demands & Work Environments - Continually required to stand. - Continually required to walk. - Frequently required to sit. - Continually required to utilize hand and finger dexterity. - Occasionally required to climb, balance, bend, stoop, kneel, or crawl. - Continually required to talk or hear. - Continually required to utilize visual acuity to operate equipment, read technical information, and/or use a keyboard. - Frequently required to lift/carry equipment with weight ranges between 6-50 lbs. - Occasionally required to lift 25+ lbs. overhead. - Frequently required to push or pull tool cart up to weight of 200 lbs and equipment of 1,000 lbs. with assistance. - Occasionally working extended periods of overhead work while standing on a ladder. - Frequently work around fumes, airborne particles with proper PPE. - Frequently exposure to infectious materials. - While performing the duties of this job, the noise level in the work environment is usually quiet to moderately loud.

• Work with Payers, Providers, Pharma and Medtech companies to solve a wide variety of technical challenges using Salesforce solutions across our whole suite of products and clouds. • Develop relationships with customer IT stakeholders, and help them to understand how the Salesforce platform fits into their overall technology strategy. • Act as a trusted advisor, and guide customers towards solutions that have the greatest likelihood of long-term success. • Hone knowledge of the Salesforce platform through hands-on training and exploration in the areas of customization, integration, and service delivery, and support our account-aligned solution engineers when this deeper level of expertise is needed to solve customer challenges. • Evangelize the value proposition, benefits, and advantages, of the Salesforce Platform including Hyperforce, Data 360, Agentforce, Mulesoft, Informatica, Slack and more. • Educate customers and peers on the possibilities of building and customizing Platform applications. • Strong understanding of AI and Data architecture principles and the competitive landscape. • Understand and advise on the broad ecosystem of ISV and partner solutions that cooperate and integrate with Salesforce. • Guide deal strategy by providing insight into the technical buyer, and craft influence strategies that resonate with this audience. • Keep current with both partner and competitive technologies in order to put proposed solutions into the context of the broader technology landscape. • Highlight insights from customer conversations with our product teams to help ensure we are moving in the direction of market needs. • Share your knowledge, best practices, and lessons learned with the broader solution engineering teams to multiply the impact of your work. • Continue to develop yourself as a technologist and as a presales professional in a supportive, collaborative team environment.