• Act as a first point of contact for technology issues—diagnosing problems, researching solutions, escalating when needed, and documenting each resolution (40%) • Set up, modify, and remove user accounts, roles, rights, and permissions across multiple systems, applying access policies accurately and consistently (25%) • Move fluidly between a wide range of applications, learning unfamiliar tools quickly and reasoning through problems methodically (15%) • Author and update knowledge base articles, help build and maintain the support website, and create documentation that reduces future support volume (15%) • Deepen understanding of our platforms, explore new technologies that could improve service, and handle student and employee information in accordance with FERPA and BYU-Pathway policies (5%)

• Provide post sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web • Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner • Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues • Work to reproduce customer issues and qualify critical issues • Publish Technical Support Bulletins and other user documentation in the Knowledge Base • Build a positive customer experience by working closely with Development, Sales, Quality Assurance • Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem solving guides, etc • Provide on-call support 24x7 on an as needed basis

• Be the go-to technical expert on our hotline, supporting distributors, installers, and end users across the French market with confidence and care. • Manage and resolve incoming tickets efficiently, ensuring every customer query is handled with precision and a smile. • Create and record FAQ content and online training courses tailored to the needs of your region, making knowledge accessible to all. • Document processes, solutions, and best practices to continuously improve the support experience. • Prepare and deliver regular performance reports - weekly, monthly, quarterly, and annually - to keep the department centre informed and aligned. • Contribute actively to the continuous improvement of our remote support operations in a fast-paced, international team.

• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries. • Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions. • Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication. • Document all customer interactions and issue resolutions clearly and concisely. • Develop and maintain a deep understanding of our software's features, functions, and best practices. • Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed. • Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.