• Act as a technical escalation point for hub IT analysts. • Diagnose and resolve incidents across: End-user compute (Windows, O365, devices), Identity and access (AD/Azure AD) and Core business applications • Manage ticket queues and ensure SLAs are met • Support incident resolution and root cause analysis • Work closely with offshore/remote teams to coordinate fixes • Maintain accurate documentation and knowledge base articles • Identify repeat issues and suggest improvements

• Provide telephone and remote access, consultation and technical expertise to Agfa customers, Field Engineers, Sales and Implementation Teams. • Utilize support software for call logging and tracking. • Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations. • Manage escalations, complaints to Level 2 and Development, and follow through as point of contact to higher level support teams. • Attend Agfa product-training, underlying technologies courses and maintain an expert working knowledge of targeted products and solutions. • Participate in visits to customer sites. • Ensuring a high customer satisfaction rate. • Timely handling of incidents according to Agfa’s policies and processes. • Being knowledgeable and up to date on latest versions of our own products & solutions, underlying platforms and relevant 3rd party products. • Meeting/respecting SLA-requirements defined in the Service Level Agreements (SLA).

• The **Technical Support Specialist** is a high-visibility role on a vital team focused on delivering exceptional customer service to the EIS client base. Tasked with initiating proactive measures that result in decreased case volume and resolution time, the Technical Support Specialist provides feedback and support to Engineers and Developers – and then back to the client. They are the ultimate team player. • The Technical Support Specialist also plays a key role in maintaining the customer relationship and acts as an escalation point for production environment issues. Acting as an incident commander when critical situations arise, the Technical Support Specialist provides steady guidance to bring problems to quick resolution. • Lastly, the Technical Support Specialist ensures correct configuration of the Support tech stack, adoption and ongoing usage. The Technical Support Specialist is focused on engaging directly with internal and external customers to understand their needs, guiding them in successful use of the support software and advocating for process and product enhancements that improve the overall customer experience and system optimization.

• Provide end-to-end support across phone, portal, and chat channels within SLA targets. • Independently troubleshoot issues across lease management and tenant workflows. • Support and resolve issues related to third-party integrations. • Use SQL queries to investigate data issues, validate outcomes, and identify root causes. • Manage tickets independently, prioritising effectively with minimal supervision. • Communicate clearly and proactively with clients, owning issues through to resolution. • Collaborate with Product, Engineering, and Integration teams as needed. • Identify recurring issues and contribute to continuous improvement initiatives and knowledge base content.