• Serve as first point of contact for healthcare staff submitting support tickets via phone, email, or chat • Triage and prioritize incoming requests based on urgency and patient care impact • Troubleshoot and resolve Tier 1 issues including login/authentication problems, account setup, audio quality, template usage, and general platform navigation • Escalate complex or unresolved issues to the Customer Support Specialist or Program Manager with thorough documentation • Follow established SLA guidelines, targeting critical issue resolution in <2 hours and standard issues in <24 hours • Maintain accurate, detailed ticket records in the ticketing system (e.g., Zendesk, ServiceNow, or Jira)

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Job Description: At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you. About the Team: We deliver exceptional remote support to field technicians, ensuring the successful and seamless installation, troubleshooting, and maintenance of customer equipment. By providing expert guidance, technical readiness, and swift issue resolution, we empower our field teams and customers, enhancing operational efficiency and customer satisfaction with every interaction. We are the trusted backbone of XTIUM’s Field Services operations, continuously driving innovation in remote technical support, fostering collaborative partnerships with field technicians and customers, and delivering consistent, high-quality service that anticipates and resolves challenges before they arise. About the Role: The Field Tech Support is a vital member of XTIUM’s Field Services team, providing expert remote support to field technicians and ensuring the successful execution of customer equipment installations, troubleshooting, and problem resolution. This role involves managing critical customer service interruptions, providing first-level escalation support, and acting as a subject matter expert for assigned tickets. The technician will work in a dynamic, fast-paced environment to address technical issues, drive resolutions, and contribute to continuous service improvement processes. Job Responsibilities: - Provide first-level escalation support for critical incidents and problem management, including fault isolation, troubleshooting, and resolution of customer service interruptions. - Serve as the subject matter expert for assigned customer accounts, taking ownership of complex issues and driving them to resolution. - Identify the root causes of problems and implement corrective actions to prevent recurrence. - Deliver ongoing recommendations for continual service improvement, including refining technical readiness processes and project workflows. - Act as the primary point of escalation for field technicians on supported work orders, offering guidance and assistance as needed. - Monitor and ensure the quality of technician performance on supported work orders, providing feedback and oversight to maintain high standards of service. - Collaborate with customers and end users to resolve technical issues and provide clear communication regarding status, resolution, and timelines. - Conduct technical readiness calls with field technicians to ensure proper preparation for scheduled work. - Support a variety of customer-provided equipment and solutions, providing remote technical assistance to ensure seamless deployment and operation. - Maintain a customer-focused approach, balancing technical problem-solving with exceptional customer service. Job Qualifications: - Extensive technical knowledge in data communications, including routing, switching, wireless systems, and Cisco Unified Communications. - Proven experience in a technical support or field services role, with a focus on troubleshooting and problem resolution. - Strong understanding of fault isolation and escalation procedures for critical incidents. - Excellent communication skills, with the ability to clearly explain complex technical issues to both internal teams and customers. - Ability to manage multiple priorities in a fast-paced environment, demonstrating initiative and ownership of issues. - Strong customer service mentality with a proven ability to handle difficult customer situations and resolve issues efficiently. - Experience with remote support tools and methodologies is preferred. - Ability to work independently and collaboratively within a team environment. - Familiarity with technician quality oversight and ensuring adherence to service standards is a plus. XTIUM is an equal opportunity employer. #LI-DNI

• Responsible for a team that serves as the highest point of escalation for complex inquiries • Ensure accurate ticket prioritization and queue maintenance • Manage multiple escalations • Act as an escalation owner engaging with clients directly • Coaching and training team on problem-solving and technical skills • Analyze inefficient trends and suggest improvements

• Ticket Management: Overseeing and resolving technical support requests and cybersecurity issues efficiently. • Customer Training: Conducting training sessions for new customer team members and providing deep dives into new platform features. • Feature Deployment: Handling the setup and configuration of new features and specialized functionality for existing clients. • Technical Consulting: Helping customers write scheduled tasks and develop custom queries to maximize platform utility. • Relationship Building: Building strong, lasting relationships with key customer stakeholders to drive platform adoption and usage. • Cross-Functional Collaboration: Collaborating with security operations, engineering, and product teams to communicate customer needs and feedback.