• Answer incoming calls and provide a high level of customer service • Track information in a ticketing system • Use a knowledge base tool to resolve incidents • Provide in-depth troubleshooting on a variety of internal applications • Escalate unresolved problems to other support teams as required • Develop and maintain strong relationships within the IT department • Develop and maintain an understanding of Corporate and IT policies and procedures • Document and solve any reported issue

• Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment. • Provide in-depth product support and researching client issues. • Troubleshoot problems with equipment or software applications and recommend corrective action. • Document customer information and recurring technical issues to support product quality programs and product development.

• Provide remote and onsite support for hardware issues in retail stores, including POS systems, printers, scanners, network devices, and other peripherals • Assist with store openings, relocations, and closures, ensuring proper installation or removal of network & hardware • Troubleshoot, diagnose, and resolve hardware and connectivity issues promptly • Perform remote analysis, diagnosis and resolution of technology issues • Coordinate hardware replacements, upgrades, and maintenance schedules across all stores • Collaborate with store managers and staff to understand and address their technology needs • Develop and document standard operating procedures for hardware setups and maintenance • Train store staff on hardware usage, troubleshooting basics, and IT best practices • Work with third-party vendors as needed for warranty repairs or specialized support • Provide feedback and recommendations for hardware improvements, efficiency enhancements and cost-effective solutions • Maintain accurate records of hardware inventory, repairs, and replacements

• Work with customer accounts assigned to you • Host pre-scheduled and ad-hoc calls to review tickets and discuss projects • Serve as conduit between the customer and internal Agiloft teams • Manage customer communications via tickets and email • Collaborate with Agiloft engineering and leadership teams as needed • Proactively take ownership of high-priority and escalated cases • Conduct weekly meetings with accounts to discuss projects • Participate in Quarterly Business Reviews as technical contributor