• Provide basic technical support to customers who are experiencing technical issues with their products or services • Identify and troubleshoot technical problems, and provides timely and effective solutions to customers • Communicate technical solutions to non-technical customers in a clear and concise manner • Ensure accurate ticket triaging • Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed • Escalate complex issues to higher-level team members as necessary • Document customer interactions and technical issues in a customer relationship management (CRM) system • Provide excellent customer service to ensure customer satisfaction and loyalty • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Support nursing homes and troubleshoot medical software.

• Provide expert front line support to all internal and external customers in an effort to strengthen customer satisfaction contributing to a positive surgical outcome. • Provide technical phone support to customers and field personnel including Sales, Service, Marketing, etc. • Acquire knowledge on policies, processes, and procedures, as well as detailed knowledge of products. • Analyze and troubleshoot complex Robotic problems using remote diagnostics or over the telephone. • Records requests for service and actions taken using both computerized and manual documentation systems to provide historical service records. • Create articles in Knowledge Management System. • Drive resolution of all system performance issues until an acceptable solution is identified and implemented or it is determined to escalate the call. • Facilitate technical requests from field engineers and distributors.

• Collaborate with other L3 Engineers, L1 Support, Engineers, QA, Operations and Customers. • Support responsibilities on robust, scalable, and distributed systems that operate flawlessly 24x7x365. • Work with Angular, Java, C++, Tomcat, Apache HTTP server, Postgres, Linux, Jenkins, Docker, and Kubernetes.

• Provide all levels of Technical Support assistance to the users of Objectif Lune's software and solutions by telephone, by email, system portal and through forums in a timely and efficient manner – ensuring excellent customer service standards are always maintained. (Respect SLA’s and KPI’s) • Process and provide software Activations • Provide expertise on the best use and practices of the software and environment. • Provide excellent customer service, understanding client queries quickly and providing concise, clear written and verbal instructions in order to reach a positive outcome on their issue. • Own and manage cases through their entire life-cycle, ensuring case administration is completed in line with departmental policy. • Perform all tasks required to provide impeccable customer service. • Replicate issues encountered by users for analysis. • Identify technical problems, propose potential solutions, implement’s them with users and document the interventions. • Inform users of best practices and transfer know-how on the optimal use of Objectif Lune's software’s. • Manage time and priorities according to the service standards. • Pro-actively maintain an in-depth knowledge of supported core product’s functionality, new features, and general updates. • Maintain relationships with key departments.