• Participate in a Rota to monitor the ServiceNow (SNOW) system for new calls (Monday – Friday, 08:00 - 18:00). • Provide 2nd and 3rd line support for applications, addressing incidents assigned via the Service Desk and resolving issues raised by application users in accordance with SLA targets. • Typical incidents include: functionality is not working as expected; missing or incorrect data within the application; data not being correctly passed to third parties via integration components; performance issues affecting user experience. • Respond to information requests, guiding users on how to perform specific activities within the application. • Develop and implement fixes for identified faults within the application. • Conduct operational maintenance to ensure system performance and reliability. • Support disaster recovery testing to ensure operational continuity. • Serve as a Subject Matter Expert (SME) on the application, supporting new initiatives and enhancements. • Facilitate the handover of all new or changed functionality from Development, ensuring a comprehensive understanding to effectively explain features to clients in their specific environments.

• Provide day-to-day Salesforce support and handle user queries/issues • Perform data upload, update, and extraction using Salesforce Data Loader • Utilize Salesforce Inspector for data analysis, troubleshooting, and quick fixes • Create data load input sheets by consolidating and transforming data from multiple sources • Manage and analyze data using Excel (advanced functions, data validation, reporting) • Ensure data accuracy and readiness before bulk uploads into Salesforce • Support incident, problem, and change management processes following ITIL framework • Collaborate with cross-functional teams to resolve system and data-related issues

• Provide first-line technical support to customers via email, phone, and online platforms • Deliver software training sessions both remotely and onsite at client locations worldwide • Build and maintain strong working relationships with existing and prospective clients • Analyze customer environments and challenges to identify technical issues and design integrated solutions • Document workflows, standard operating procedures, and technical knowledge for internal and client use • Support marketing and sales initiatives, including participation in international conferences and exhibitions • Provide expert consultancy services as experience and expertise deepen in the role

• Monitor system health, service availability, and infrastructure alerts using internal tools and dashboards, proactively identifying disruptions and initiating response actions. • Perform initial validation, testing, and diagnosis of incidents, and escalate issues quickly and accurately to the appropriate internal teams or external vendors. • Diagnose common voice-related issues such as call failures and quality problems, determining whether issues are internal or supplier-related. • Manage and respond to customer queries via asynchronous channels (e.g. Zendesk), ensuring timely, clear, and professional communication. • Investigate issues using logs, browser console, and system behaviour for Toku’s browser-based products. • Provide clear and timely updates to customers on issue status, maintenance activities, and system changes. • Maintain high attentiveness to alerts and system behaviour, ensuring no critical issues are missed or delayed. • Work closely with internal teams (engineering, infra, database) and external partners to resolve issues efficiently. • Maintain accurate records of customer interactions, incidents, and resolutions within ticketing systems. • Perform proactive and reactive testing of services, including validation of deployments and system changes. • Assist with basic configuration tasks such as interconnection setup and route adjustments as required.