• Respond to inbound incident tickets and support calls for NAMR customers, performing structured troubleshooting, documenting findings, and resolving or escalating issues in accordance with defined support processes. • Execute daily operational support processes, including monitoring alerts, validating system health, and ensuring accurate and thorough ticket documentation. • Collaborate with Tier 2 and Tier 3 technicians to escalate and assist in resolving more complex technical issues while gaining hands-on exposure to advanced troubleshooting methods. • Contribute to knowledge management by documenting recurring issues, updating internal guides, and identifying opportunities for process improvement. • Develop technical expertise in Toptracer Range hardware, software, networking components, and support tools through structured training and practical experience. • Support ad hoc operational initiatives within the NAMR Support team as needed.

• Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup. • Serves as primary support liaison between Total Expert and end users. • Responsible for documenting incidents in required tracking systems. • Proactively keeps customer informed of how and when problems are resolved with strong focus on retention and reference ability. • Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution. • Conveys customer feedback and escalations to Management. • Work collaboratively within Support and across other departments to insure proper handling of customer issues. • Assists in verifying user-reported issues and communicating to the proper internal channel for resolution. • Assists in testing resolutions to ensure effectiveness. • Promotes and maintains a high quality, professional, service-oriented company image among end users and team members. • Takes initiative to constantly expand product knowledge within our platform. • Demonstrates ability to adapt to fluctuation and increase in workload. • Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office. Access to internet will be required for remote coverage. • Assists with other duties as assigned by management.

• Support of existing projects: gather, clarify and organize requirements • Create and maintain concept designs (high-level solution proposals) • Write, break down and refine Jira tickets (user story / task / bug) • Document requirements and coordinate with developers, testers and business stakeholders • Support the project manager: prepare statuses, dependencies and prioritization • Develop functional specifications and acceptance criteria (AC) • Support smaller ad-hoc analyses, reports and validations • Participate in manual testing

• Provide expert support on Hostinger products, troubleshoot technical challenges via live chat and tickets that exceed customer expectations. • Simplify technical issues of varying complexity into actionable steps that customers of all expertise levels can follow. • Contribute to various initiatives that enhance the customer experience based on evolving needs. • Help make the Kodee AI Assistant even smarter and more helpful. • Keep updated on Hostinger product updates, services, features, and the latest web hosting technologies to assist customers effectively. • Look for smarter, faster, and simpler ways to deliver even better customer experiences.