• 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.

Role Description The Technical Support Specialist will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software. - Identifies, investigates, and resolves users’ problems with computer software and hardware. - Fields support calls, chats, emails, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns. - Consults with users to determine steps and procedures taken to identify and resolve the problem. - Applies knowledge of computer software, hardware, and procedures to resolve problems. - Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions. - Collaborates with team to research and resolve problems. - Collaborates with programmers to explain errors and/or recommend modifications in programs. - Arranges service by software or hardware vendors to repair or replace defective products. - Available after business hours for on-call rotation to provide end user support via remote access. - Maintains knowledge of technology innovations and trends. - Complies with company policies and procedures (to include all IT required security and privacy policies and procedures), client standards and all applicable federal, state, and regulatory laws. - Performs other duties as assigned. Qualifications - Excellent verbal and written communication skills. - Outstanding interpersonal and customer service skills. - Professional and pleasant telephone manners. - High degree of integrity and discretion. - Ability to explain technical issues to technical and nontechnical employees, customers, and vendors. - Strong analytical and problem-solving skills. - Proficient with Microsoft Office365 or related software. - Proficient with or the ability to quickly learn an array of computer hardware and software. - Working knowledge of VPNs, Microsoft SQL, Microsoft Exchange, Windows PowerShell/scripting/task automation. - Able to manage multiple simultaneous assigned tasks with minimal supervision. - Excellent organizational skills and attention to detail. Requirements - High School diploma and equivalent experience required. - A bachelor's degree in computer science or related technology field preferred. - At least 3 years of relevant experience in a customer focused position involving technical knowledge of a company’s products and services highly preferred. Physical / Mental Requirements - Home workspace must be quiet and distraction free. - Prolonged periods sitting at a desk and working on a computer. - Dual hand dexterity / repetitive use of hands 80% of the time (typing on computer and utilizing telephone). - Ability to speak proper English grammar and use proper telephone etiquette. - Ability to hear. - Simple/light grasping required of both hands 80% of the time. - Typical noise level for work environment (moderate noise). - Close vision required (clear vision on 15 inch or larger computer monitors). Disclaimer The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirement.