• Atender clientes via chat da plataforma, WhatsApp e reuniões pelo Google Meet; • Responder dúvidas relacionadas aos módulos da plataforma, como OZmap, OZmob, OZloc, OZconverter, entre outros; • Dominar as documentações e artigos internos; • Realizar reuniões com clientes via Google Meet, principalmente em situações mais complexas; • Escalonar demandas e coordenar alinhamentos internos com outros times; • Executar atividades secundárias em momentos de menor demanda, de acordo com afinidades do colaborador(a), como traduções, relatórios e atividades correlatas.

• Respond to client-opened support tickets, providing clear and assertive guidance and direction. • Perform preventive maintenance and corrective actions for Dedalus Healthcare products related to processes. • Provide solutions to improve the client's daily operations. • Install software and hardware and perform performance analyses as needed. • Investigate issues and system defects and apply fixes, workarounds, or other reconciliation techniques. • Provide application training to users and remain continuously updated on the system. • Negotiate resolutions that are satisfactory to end users at various levels (technical, operational, and all management levels). • Develop configuration and operation manuals related to various Dedalus Healthcare products. • Clarify questions, adjust processes, and correct operational and system errors to ensure proper functioning within the contracted scope, among other tasks.

• Supporting customer happiness and retention working cross-functionally with customer success, engineering, product, and sales • Responding to support tickets and identifying their issues • Relaying advanced customer problems to customer success and engineering with detailed notes to help them address the problem • Solving complex tickets with tools like SQL • Making video recordings of solutions for customers to have them watch • Jumping on the phone with customers to debug issues • Identifying common questions that should have a knowledge base article and helping us create that article • Master the tools we use in-house (i.e. Hubspot, Intercom, SQL)

• Serves as the final escalation point within Support for the most complex, technically ambiguous issues, owning resolution end-to-end, including communication to all internal and client stakeholders • Investigates and triages inbound Jira tickets submitted to Product and Development, performing root cause analysis to determine whether issues represent bugs, configuration errors, data anomalies, or integration failures—deflecting tickets that can be resolved within Support • Executes targeted SQL queries against client and application databases to diagnose data integrity issues, validate system behavior, and identify the source of discrepancies reported by clients or Tier 1/2 teams • Analyzes application logs, API call logs, and integration event traces to reconstruct failure scenarios, isolate root causes, and produce clear technical summaries for Engineering and Product when escalation is warranted • Reads and interprets source code (C#, SQL, JavaScript, Java, Python) to understand system behavior, validate expected outcomes, and identify defects or unintended logic without requiring developer assistance • Authors detailed, structured Jira tickets when escalation to Product or Development is genuinely required, including reproduction steps, log excerpts, database findings, and a clear statement of support investigation performed • Partners closely with Product Management and Engineering to communicate support- impact of known defects, advocate for prioritization of client-affecting bugs, and track resolution timelines • Develops and maintains deep subject matter expertise across MeridianLink’s product suite, including LOS, consumer banking, and third-party integration frameworks (e.g., Authorize.net, Nautilus, core banking connectors) • Leads internal knowledge transfer sessions for Support teams on newly released features, known defects, and technical workarounds; contributes to and reviews knowledge base articles for technical accuracy • Participates in after-hours emergency on-call coverage rotation for critical production issues • Mentors Tier 1 and Tier 2 Software Support Analysts, building the team’s technical diagnostic capability and reducing escalation volume over time • Represents Support in cross-functional technical reviews, sprint planning input sessions, and Product roadmap discussions as a voice of the client and support organization • Supports warm handoff transition calls from Professional Services project engagements, ensuring technical continuity as clients move into steady-state support • Contributes to accomplishment of team and organizational support KPIs including deflection rate, escalation quality, and time-to-resolution on Tier 3 cases • Performs other projects and duties as assigned