Role Description We are seeking an experienced and dependable Technical Support Team Lead to oversee a remote team of Tier 1 Technical Support Agents supporting customers across North America. This role is ideal for someone who enjoys developing people, improving processes, and creating an environment where quality, accountability, and customer service excellence can thrive. As a Team Lead, you will play a key role in driving team performance, supporting day-to-day operations, coaching team members, and ensuring customers receive timely and effective technical support. What You'll Be Doing: - Lead, coach, and support a team of remote Technical Support Agents - Monitor team performance and productivity metrics - Conduct regular coaching and feedback sessions - Assist agents with escalated customer issues and technical challenges - Ensure adherence to established support processes and documentation standards - Review ticket quality and documentation accuracy - Support onboarding and training of new team members - Identify performance trends and opportunities for improvement - Collaborate with management to achieve operational goals - Promote a culture of accountability, professionalism, and continuous improvement - Serve as a point of escalation for complex customer situations - Help maintain service levels and customer satisfaction standards Compensation & Contract - USD $6.50 per hour - Paid weekly - Independent Contractor Requirements To be successful in this role, candidates must have: - A dedicated, professional workspace free from distractions - Reliable high-speed, wired internet connection - Ability to work independently without direct supervision - Consistent availability during scheduled working hours Technical Requirements (Essential) To be considered, candidates must meet all technical requirements below: - Windows 11 PC (Mac devices are not supported) - Minimum 16 GB RAM - Dual monitor setup - Webcam - Fibre internet connection with a wired Ethernet connection - Backup power solution - Microsoft Teams and Office 365 Applications that do not meet the minimum technical requirements may not move forward in the process. What Success Looks Like In this role, success is measured not only by your own performance but by the success of your team. You will thrive if you can: - Build a reliable and accountable team culture - Improve team performance through coaching and support - Maintain high standards of quality and documentation - Resolve challenges proactively - Communicate effectively with both leadership and frontline staff - Create a positive and productive remote work environment Hiring Process To ensure a fair and consistent evaluation process, all applicants must complete each stage of the hiring process: - Application Form - Prescreen Questionnaire - Typing Assessment - Video Interview - Live interview - Final Interview Please note: This is an English-speaking role that requires strong written and verbal English communication skills. All resumes must be submitted in English to be considered for this position. Qualifications - Previous experience leading or supervising a customer support, help desk, or technical support team - Strong technical troubleshooting background - Demonstrated experience coaching and developing team members - Strong communication and conflict-resolution skills - Experience in monitoring performance metrics and service levels - Excellent attention to detail and documentation standards - Strong organizational and time management skills - Ability to manage competing priorities in a fast-paced environment - Proven reliability and stable employment history - Ability to work independently in a fully remote environment The Ideal Candidate The successful candidate will be someone who: - Leads with professionalism and accountability - Builds trust and credibility with their team - Enjoys helping others succeed - Maintains high standards without micromanaging - Is comfortable making decisions and solving problems - Understands the importance of process adherence and documentation - Can balance operational performance with employee development

• Seja dinâmico e proativo; • Possua habilidades de comunicação para interagir com equipes internas para a investigação e resolução dos problemas e com o usuário da aplicação para entendimento das solicitações; • Alguém que possua reportório e boas ideias para resolver de forma paliativa os problemas em ambiente produtivo, restabelecendo a operação com a máxima urgência demandada pelo business; • Alguém empolgado por encontrar e resolver a causa-raiz dos problemas, evitando que problemas conhecidos voltem a aparecer, garantindo dessa forma a melhoria contínua da operação; • Uma pessoa que busca nas pequenas e grandes ações oportunidades de melhoria do dia a dia, garantindo que o tempo da equipe de sustentação seja empregado em atividades de valor, e menos em ações repetitivas; • Atendimento N3.

• Be dynamic and proactive. • Have communication skills to interact with internal teams to investigate and resolve issues and with application users to understand requests. • Someone with a repertoire of ideas and practical solutions to implement workarounds for problems in the production environment, restoring operations with the urgency required by the business. • Someone eager to find and resolve root causes of problems, preventing known issues from recurring and ensuring continuous operational improvement. • A person who seeks opportunities for daily improvements in both small and large actions, ensuring the support team’s time is spent on value-added activities rather than repetitive tasks. • Tier 3 (N3) support.

• Serve as the primary Clinical AI product line technical support resource. • Provide first-level support for Clinical AI products and healthcare IT systems, troubleshooting and resolving escalated technical issues. • Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner. • Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution. • Collaborate with Level two support, Strategic Account Support, IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues. • Monitor and triage support queues, assigning tickets to the appropriate product or functional teams. • Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system. • Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts. • Ensure compliance with healthcare regulatory standards and internal IT policies. • Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance. • Deliver product and service training to administrators, service-level users, and customers as needed. • Perform DeepHealth Clinical AI product system updates, upgrades, and maintenance activities. • Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions. • Integrate and support solutions within public cloud environments and DeepHealth platforms. • Design, implement, document, and support technical solutions that meet customer and organizational requirements. • Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success. • Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency. • Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.