• Handle escalated L2 support tickets — investigate, reproduce, and resolve complex platform issues including logic failures, integration errors, and prompt/workflow malfunctions • Perform root cause analysis and document findings in defect reports and troubleshooting guides • Maintain and update runbooks and knowledge base articles based on recurring issues and resolutions • Distinguish between bugs and feature requests; escalate to L3/L4 engineering with clear defect descriptions when required • Support UAT test case execution and validation during platform releases and template updates • Assist end-customers with platform configuration, workflow navigation, and usage • Collaborate with BA and QA contributors to document issue patterns and improve support workflows • Participate in ticket triage, prioritization, and SLA tracking

• Research, and diagnose complex software issues raised by clients/members • Develop and implement SQL queries to aid in the investigation and analysis of issues • Examine error logs and database content to determine the cause of a problem • Document and implement workaround solutions wherever possible. • Document steps to reproduce for resolution with internal and external resources • Document processes procedures, and technical instructions for future reference and use by support teams • Create/manage production/staging support tickets

• 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