• Investigate and resolve technical issues reported by enterprise customers, owning the issue from triage to resolution. • Analyze logs, reproduce issues, and dig into system behavior to identify root causes before escalating to Engineering. • Use AI tools actively as part of your investigation workflow, to speed up analysis, understand unfamiliar parts of the product, and document findings. • Communicate clearly with customers and internal teams throughout the support process. • Document issues, solutions, and recurring patterns to build institutional knowledge across a growing set of customer solutions. • Contribute to internal knowledge bases and playbooks that help the team handle new solutions faster. • Share customer feedback and product insights with the Product team.

• Front line phone support for Customers, Field Engineers, and Sales Professionals • Professionally answer incoming calls, understand the customer’s needs and their environment to resolve Tier 1 customer issues • Accurately document reported complaints within CRM database • Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction • Provide both intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc • Quickly become knowledgeable on policies, processes, and procedures as well as, knowledge of best practices • Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone • Some on-site or in-house service support may be required • Perform remote error log reviews providing a summary of findings and recommendations to field service • Review auto-generated Service Cases and dispatch Field Service Work Orders as required, through CRM (SalesForce360) • Drive resolution of all product performance issues until an acceptable solution is identified and implemented, or it is determined escalation is necessary • Available to provide onsite support for any escalated technical issues, or Customer Care sites per management needs • Review procedures and other documentation and provide feedback as required • Drive key metrics to support corporate/departmental goals • Facilitate technical requests from field engineers • Responsible for creating, dispatching, and tracking service requests in the SAP/CRM business system • Assist with the onboarding process and mentorship of new TSEs • Ensure processes are in place and are being followed, in accordance with FDA regulations • Have a flexible work schedule, including holidays and on-call duties.

• Performs routine healthcare information system and application support • Utilizes analytical skills and experiences to investigate or escalate support issues • Resolves incidents and services requests • Assists in the creation and maintenance of training documentation • Incorporates appropriate presentation techniques to support and/or lead training sessions • Researches, analyzes and makes recommendations for application workflow improvements • Creates and analyzes reports created using multiple reporting mechanisms • Gathers, analyzes, designs, develops, modifies, tests, implements, evaluates, and maintains information technologies to support business needs • Promotes and participates in a team approach • Works with other departments and outside vendors • Comfortable managing change with excellent problem solving skills • Time management and prioritization of tasks on a daily basis • Proficient verbal and written communication required • Positive attitude and excellent customer service skills are expected • Ability to communicate diplomatically across integrated teams • Good interpersonal skills • Proficiency with software such as word processing, spreadsheets, databases, and presentation software required

• 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.