• Serves as the first point of contact for customers needing technical support via phone and email. • Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment. • Troubleshoots hardware and software issues, ensuring a smooth user experience. • Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution. • Handles multiple tasks simultaneously and escalates issues promptly when needed. • In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner. • Addressing student families concerns • Providing introductory information to new users on various products • Providing delightful, efficient, and accurate resolutions to customer inquiries • Demonstrating empathy, patience, and flexibility during phone calls • Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment • Documenting information into web-based ticketing system • Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution • Participating in internal training programs to expand knowledge and support multiple clients

• Provides on-going technical, on-site and phone support to regional Canon USA direct technicians and applicable service agents to troubleshoot highly complex problems including hardware, firmware and workflow. • Provides regional instruction on new adjustments, repairs, upgrades and troubleshooting procedures, including guidance on better utilization of available resources. • May create, organize and disseminate information throughout the region so that other engineers can perform their duties more efficiently. • Maintains and updates applicable problem records, escalating any resolved or unresolved problems to Product support for immediate attention. • Manages regional FCO database to ensure compliance and timely installation/disposition. • Works closely with the Product support group on information sharing and best practice implementation. • Accomplishes any other special projects or tasks as assigned by the regional service Director or designee.

• Respond to customer inquiries and provide technical guidance regarding Vultr products and services, including complex or escalated issues. • Act as an incident owner to platform-level alerts and incidents, assessing impact, performing advanced troubleshooting, and initiating appropriate escalation. • Achieve target KPIs, including first response, responses under two hours, ticket resolution, and customer satisfaction tickets. • Perform quality ticket analysis and provide constructive feedback to agents on minimum 2 tickets per agent per week. • Lead complex incident analysis, perform root cause investigations, and develop recommendations to prevent recurrence of platform-level issues • Coordinate with system administration, engineering, networking, and other internal teams to resolve platform-level problems and outages. • Recommends corrective and preventive actions based on analysis of platform behavior and incident trends • Support the resolution of escalated customer complaints by providing technical analysis, clear communication, and timely updates. • Serve as an escalation point for Technical Support Specialists and Engineers, assisting with diagnosis, troubleshooting approach, and resolution strategy. • Create, update, and maintain internal documentation, knowledge base articles, and support procedures to improve team effectiveness and consistency. • Assist in maintaining and supporting enterprise customer environments, including troubleshooting issues related to performance, availability, and configuration. • Serve as subject matter expert, setting diagnostic standards and best practices for the support function. • Assist with training team members including new hires. • Participate in a 24/7 team-based operations environment, including scheduled shift coverage as determined by business needs.

• Answer and troubleshoot calls from all customer queues • Creates trouble tickets and documents resolution steps in the support ticket • Assist property personnel and fellow employees with technical support/product information issues in a professional, courteous and timely manner • Assist with installing and configuring various software interfaces with property staff and/or assist their vendors as needed • Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on customer tickets and assigned in-house projects • Have a working knowledge of all Jonas Chorum products and voluntarily seek additional training and information on unfamiliar subjects • Act as liaison between Jonas Chorum and property staff • Maintain willingness and ability to work any and all shifts as posted on the schedule. • Promote Jonas Chorum software and its products and employees to co-workers and the general public • Answers technical support related questions and resolves technical problems using in-house computers, company software, in-house knowledge base, and third party connection software • Determines if trouble ticket is billable or non-billable based on company policies and procedures • Seek assistance from Tier 2 and Tier 3 technicians through instant messaging and email services • Escalate issues by communicating escalation need through supervisor on duty and or next level of support in a timely manner to ensure expedient and complete solutions for Jonas Chorum customers • In addition to issues received directly from customer via the phone queues, technicians will receive assignments from supervisor on duty • Other tasks as assigned by Jonas Chorum management