• Troubleshooting FIIX application and software for all internal customers. • Provide assistance with training of user personnel in understanding and fulfilling their individual responsibilities in the implementation and operation of new or revised systems. • Coordinate installation and maintenance of packaged computer software products. • Interface databases to perform database queries and produce reports. • Design, delivery, and improvement of in-house and third party software applications. • Consult with users to identify current operating procedures and to clarify program objectives. • Create requirement, design, user and test specification documentation

• Troubleshooting software and hardware issues in a round robin phone and ticketing queues • Collaborating with internal teams to resolve escalated cases • Documenting solutions for knowledge sharing • Contributing to process improvements that enhance our overall support delivery • Working across diverse product portfolio to become a trusted technical advisor to customers

• Support the delivery, operation, and ongoing stability of Power Platform solutions for both clients and internal teams • Focus on supporting developers, managing environments, assisting with deployments, and resolving issues across live and pre-production systems • Work closely with Power Platform Developers to ensure solutions are deployed, configured, supported, and maintained effectively across Dev, Test, UAT, and multiple Production client environments • Practice Gateway Support: Support live environments and releases for Practice Gateway, assist with deployments, upgrades, and hotfixes, investigate and resolve incidents and user-reported issues, support developers by validating changes and monitoring solution health • Client Project Support: Support the delivery and operation of client solutions, including Practice Gateway implementations, Power BI reports, Power Platform and RPA-based solutions, assist with environment setup, configuration, deployment, and post-go-live support • Internal Improvements: Support and improve internal systems and data platforms, maintain environments, security, and access controls, reduce operational issues through improved monitoring and support processes

• Learn functionality of tools and systems offered by PickTrace to optimize customer experience and maximize value. • Work in a fast-paced environment that requires adherence to assigned schedules. • Collaborate cross-functionally to continuously improve our product & customer experience inline with customer needs. • Ask questions to detect pain points by observing our clients’ interactions with our product, and document learnings and feedback from clients. • Share detailed findings cross-functionally to clearly convey the voice of the customer (VoC) and collaborate to provide fast solutions. • Deliver a best-in-class customer experience by managing and addressing a stream of phone, email, and chat inquiries to patiently guide our clients through the process of achieving their goals with PickTrace software. • Create training materials and documentation to conduct training about our PickTrace product suite to drive effective adoption and best practice utilization of our solutions. • Build relationships with our clients to establish yourself as a trusted point of contact for questions, concerns, and feedback in regards to our solutions. • Seek continuous improvement from manager and coworkers regarding customer service processes to find strategies that ensure high levels of customer satisfaction.