• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner • Train customers in the use of our process, systems, and software • Actively listen to clients to understand issues and concerns • Make recommendations to improve the performance and quality of our software • Walk customers through problem-solving process. • Ask questions to determine nature of problem. • Install, modify, and repair computer hardware and proprietary POS software. • Support of all our internal and customer facing websites and applications • Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment. • Support of multiple service platforms • Successful and timely completion of all daily work-tasks as assigned • Provide corrective action to prevent callbacks • Use of remote desktop software to resolve customer issues • Track detailed information on client issues and resolutions • Build rapport with customers and maintain positive and professional relationships • Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor. • Perform store escalations to management and other internal teams in order to provide quick resolution • Additional responsibilities as required to meet business needs

• Provides support to various corporate and business line applications • Leads staff, assigns, prioritizes, and monitors work • Maintains confidentiality of work being performed • Develops and maintains relationships with business partners • Participates as subject matter expert on strategic initiatives • Develops customized reports using reporting tools • Analyzes company data to recommend initiatives • Identifies ways to customize and enhance current business applications • Executes test plans for system changes and projects • Helps senior management with reporting and analysis • Maintains corporate strategy projects and deliverables • Coaches team members and leads improvements

• Analyzes received support requests and identifies appropriate solutions, based on available basic data and own technical skills. • Escalates support requests that cannot be resolved at Level 1 to the higher technical level, according to established procedures. • Ensures monitoring and management of support requests throughout their lifecycle, until their closure. • Promptly informs the manager of any incident identified during the processing of requests. • Takes over and manages support requests from colleagues in situations of absence, ensuring business continuity. • Translates support requests or other documents, at the manager's request. • Ensures compliance with internal procedures and work instructions in the processing of each task. • Manages support requests considering the impact on warranty costs generated by operations and makes recommendations for part replacement, when necessary. • Proposes the creation or updating of items and/or databases, to continuously improve the knowledge base. • Applies and complies with the requirements of the client's quality management system.

• Perform tests in the client's environment to reproduce and identify the root cause of reported issues, analyzing and acting on evidence of technical or functional incidents to ensure accurate resolution. • Contribute to the development of training materials for users and team members, and assist in maintaining the knowledge base and research library. • Ensure, in coordination with the team, that all tickets are properly identified, assigned an owner, and recorded in the appropriate workflow. • Manage SLAs for the tickets under your responsibility, ensuring agreed deadlines are met. • Monitor backlog tickets and unassigned requests, ensuring they are correctly assigned and logged in the proper workflow. • Document solutions identified during ticket resolution to facilitate future reference in similar situations. • Handle tickets within the contracted SLA, closing them or escalating/forwarding them to the appropriate department. • Provide technical support to resolve problems and incidents, ensuring high-quality and timely service.