• Handle all requests coming into the Customer Support team through email, chats, phone and workflow tool in line with the Service Level Agreements • Own and resolve L3-level technical issues, including debugging, root cause analysis, and minor code fixes (Java, Python, .NET) • Record, track and document the Customer Support request problem-solving process, including all successful and unsuccessful decisions made, query used, and actions taken, through to the final resolution • Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes • Drive AI Agent implementation and deployment, ensuring data readiness and resolving issues such as hallucination, fallback handling, and prompt misinterpretation • Troubleshoot and resolve REST API issues and analyze complex system logs to identify root causes • Be thorough & detail oriented in the analysis & evaluation of a request, methodical and be able to think of alternative routes to problem solving, so as to expedite problem resolution • Coordinate product testing during product upgrades and releases • Be results-driven and passionate about product, data & what you do day-to-day • Escalate problems (when required) to the appropriately experienced analyst, leader and internal teams • Help develop knowledge base articles for team & end users • Provide periodic report & present analysis on status, category, type & root cause of all requests received at Customer Support • Comfortable communicating with all levels of leadership from internal & external customers. Should have strong verbal & written communication skills • Effectively prioritize and execute tasks in a high-pressure environment. Consistently meet deadlines and work well within a team environment • Ensure compliance with service agreements and quality standards, while prioritizing effectively in a high-pressure environment

• Qualify, troubleshoot, investigate, and respond to customer support tickets • Maintain rapport and a high level of customer satisfaction • Manage tasks and tickets according to priority and keep the customer updated along the process • Resolve clients' application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements • Leverage various platforms to communicate with customers and employees including Teams, WebEx, Phone, email, and Zendesk • Provide installation/configuration support of third-party applications including IIS, MSSQL, Oracle, ElasticSearch, and Crystal. • Provide installation/configuration support of AssetWorks software applications in-house and in customer environments • Provide initial support for database inquiries • Analyze Log Files from AssetWorks software as well as third-party tools and utilities • Create development tickets when issues or improvements are identified • Create knowledge base entries for customers and internal staff and internal AI tools • Escalate tickets as necessary to next level support or development • Involvement in any additional follow up testing and troubleshooting • Perform after-hours support on a rotating and scheduled basis • Perform training to internal staff as needed • Troubleshoot high level network issues • Provide recommendations for which support tickets should be targeted for each major release • Leverage AI for troubleshooting

• 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