• Inbound Telephone Support – perform telephone support as scheduled • Ensure that customer questions are answered completely in a professional, caring and responsive manner • Commitments to perform research and follow-up are completed • Open issues are resolved and each contact is logged in the appropriate ticketing system • E-mail & Chat Support – perform as scheduled • Answer and complete all assigned messages or contacts • Properly enter customer information and resolution in the appropriate ticketing system • Skill improvement – continually strive to improve cognitive and customer service skills • Assist and educate customers with inquiries related to both software and hardware, account management, installation, and best practices • Focus on quality and customer satisfaction • Clear and thorough documentation of customer interactions required • Support inquiries include questions related to Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry events • Willing to fiercely advocate on behalf of and represent the Voice of the Customer • Research and prepare detailed escalations to second level support • Review, manage, and follow up on open issues as needed • Project work that includes long and short-term initiatives

• Inbound Telephone Support – perform telephone support as scheduled • Ensure that customer questions are answered completely in a professional, caring and responsive manner • Ensure commitments to perform research and follow-up are completed, open issues are resolved and each contact is logged in the appropriate ticketing system • E-mail & Chat Support – perform as scheduled • Answer and complete all assigned messages or contacts; ensure that all customer questions and issues are addressed in the reply • Properly enter customer information and resolution in the appropriate ticketing system • Skill improvement – continually strive to improve the cognitive and customer service skills necessary to perform the job • This includes proficiency with supported products, demonstrated problem solving ability and excellent verbal and written communication skills • Ability to read, review and understand support resources provided by the contact center and its clients • Attend all training classes and complete any exercises assigned • Assist and educate customers with inquiries related to both software and hardware, account management, installation, and best practices • Focus on quality and customer satisfaction • Clear and thorough documentation of customer interactions required • Support inquiries include questions related to Hardware, Software, Wireless communications, OTAP (Over-the-Air-Programming), Account management (billing), Upgrades, Online orders and Industry events • Willing to fiercely advocate on behalf of and represent the Voice of the Customer • Research and prepare detailed escalations to second level support • Review, manage and follow up on open issues as needed • Project work that includes long and short-term initiatives

• Provide L3 code-level support for MES application(s) and some other critical regional applications. • Troubleshoot and resolve complex application issues, including code, database, interface, and integration-related problems. • Participate in a regional support rotation with other colleagues to provide 7x24 hour coverage for critical MES application support. • Active participation in Major Incident calls for troubleshooting and fixing the issues. • Participate in the follow-up Problem Management calls and provide feedback for efficient preventive actions identification. • Build local environment for bug fixing and testing the corrections. • Analyze incidents, identify root causes, and implement sustainable technical solutions. • Develop, enhance, and maintain application components using technologies such as Angular, .NET, .NET Core, C#, SQL, and RabbitMQ. • Support MES ecosystem integrations with other business and manufacturing systems. • Work closely with Site SMEs, Digital Factory teams, IT Support teams, infrastructure teams, DevOps, and DBA colleagues and other regional/global counterparts. • Participate in regional and cross-functional IT projects, providing technical expertise and development support. • Create and maintain technical documentation, troubleshooting guides, and knowledgebase articles. • Propose and implement continuous improvements to increase application reliability, performance, supportability, and user experience. • Support application testing, deployment validation, and post-release stabilization activities.

• Resolve technical issues via incoming phone calls from (mostly) non-technical end users. • Respond to incoming web-based support requests. • Utilize Live Chat with powerful desktop sharing tools. • Recognize trends and report them to senior level engineers. • Find and document any new support issues or product bugs. • Work with other team members to resolve active issues. • Upselling - identify product improvements by additional services offered by Intermedia. • The ability to maintain Key Performance Indicator metric goals while delivering a worry-free experience to our customers. • Self-awareness and common-sense approach to identifying issues to escalate appropriately. • Self-starter with the maturity to ask for assistance when needed.