Role Description The Team Leader is the first point of contact for the Support Technician and is responsible for monitoring quality and productivity. The Team Leader will support the international team of Field Technicians to ensure the highest standard of customer service in accordance with Stefanini values and Service Level Agreements (SLA)/KPI's. The Team Leader will assist the program manager in running day-to-day business and to provide floor management so that the right person is in the right place at the right time. - To support the Field Technicians in reaching the highest standard of customer service, among other by: - Helping and encouraging the team to meet ticket handling standards; - Supporting team members in case of problems or escalation, being the first point of referral for escalated queries or problems with the infrastructure, networks or systems; intervening in stressful situations; - Ensuring internal communication within the team, holding team meetings; - Performing individual meetings with technical support staff; - Ensuring planning, schedules, breaks, code of conduct etc. are respected by the team members; - Organizing team events to foster team spirit and inclusivity; - Taking care of new starters, introducing them to the team, their tasks and role; - Evaluating and developing team members through remote and face-to-face interaction, evaluating the technician's competences, giving constructive feedback and on-the-job training; - Dependent upon distribution of team, this role may include the need to travel to other client locations. - To assist the Service Delivery Manager to achieve objectives and maintain productivity by: - Ensuring procedures are followed in accordance with Stefanini quality standards and work instructions; - Participating in special projects allocated by the SDM and completing them within agreed time scales; - Giving advice on customer service, internal quality and team training needs; - Ensuring organization of the team; - Identifying and implementing process improvement initiatives in conjunction with Service Delivery Manager; - Acting as single point of contact for customer issues and delegate authority on specific subjects. Qualifications - Preferred 2 Years' proven experience in a Desktop Leadership role; - Technical skills: Knowledge of email systems, Windows applications (Word, Excel, PowerPoint, Windows 10/11). Other expertise such as Networking, TCP/IP might be required depending on the project's specific technology; - Excellent Planning and organizational skills; - Leadership: People management skills; - Problem solving: direct and proactive attitude; Attention to detail; - Analysis: pinpoints problems and tackles them in a logical, step-by-step way; - Customer sensitivity; - Excellent Oral and Written Communication skills; - Customer Awareness: understands and addresses the diverse needs, requests, problems, and priorities of customers; - A strong enthusiasm for artificial intelligence is very nice to have, with a desire to explore and utilize our internal SAI Library tool in excelling in your role; - Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the needs and priorities; - Language skills: Proficiency in local language and a good level of English. Requirements - Working hours: 40 hours per week; - Contract type: Permanent; - Working setup: Remote, with occasional visits to local sites as required. Benefits - Competitive salary and benefits package including monthly absence free bonus; - Private health scheme including Private Medical, Dental, Optical and Holiday Travel; - Insurance that are applied according to company policy; - Extra vacation days; - Opportunities to learn and develop: training programs; - Personalized career path within the organization; - Exposure to an international environment as part of a multicultural team spread across Europe.

• You will be the primary owner of all inbound customer communications — mainly via email. • You will not read from scripts; instead you'll understand and resolve issues and feed insights back to the product and legal teams to improve DrAnsay. • Quickly and clearly identify and escalate outages, technical issues, or process failures. • Communicate with the right people informally (async-first), without unnecessary noise. • Over the first 6–12 months you will fully learn the CS side of our business and gradually take ownership of your own project within the team.

• Customer Service by e-mail, phone or social media for solving any incidents generated • Managing incoming calls and chats and customer service inquiries • Provide accurate, valid and complete information by using the right methods/tools • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers • As the resolutions of incidents are not constant, parallel work for the Department of Operations will be performed. • Work schedule: 16:00 pm - 00:00 am with 30 minute break

• Customer Service by phone, e-mail or social media for solving any incidents generated daily. • Managing and efficiently handling incoming calls and chats will be a critical aspect of this role to ensure efficient and high-quality communication with clients • Provide accurate, valid and complete information by using the right methods/tools • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers • As the resolutions of incidents are not constant, parallel work for the Department of Operations will be performed. • Work schedule: 16:00 pm - 00:00 am with 30 minute break