• Oversee the Tru-D Support Specialist (“TSS”) team and Technical Support Managers • Act as the liaison between the Tru-D Sales Team, TSS team, Operations, R&D and customers • Equip the TSS team with adequate tools and training for customer device uptime and maintenance • Set strategic objectives for technical support organization • Hire, onboard, and coach technical support team • Establish warehouse repair program with adequate processes, tools and resources • Model exceptional service to customers and serve as point of escalation • Balance and optimize team workload • Drive initiatives to maximize customer uptime • Travel with TSS team to provide training, coaching and assist with case coverage • Enter and investigate customer complaints • Work closely with Contracts team for Service Agreement sales

• Respond to user-reported issues in adherence to established Service Level Agreements • Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions • Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise • Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix • Provide timely feedback into the development process on customer-reported product problems • Document actions to effectively communicate information internally and to customers • Facilitate root cause investigations and manage the implementation of corrective and preventative measures

• Prestar atendimento via chat e telefone ao cliente Omie com o objetivo de sanar as dúvidas do cliente; • Realizar acesso remoto à máquina de clientes com o objetivo de sanar as dúvidas do cliente; • Criar passo a passos de procedimentos feitos no sistema em formato de imagens e textos ou vídeos com o objetivo de sanar as dúvidas do cliente • Encaminhar problemas sistêmicos e problemas aparentemente sem solução ao time de Especialistas de produtos para validação e resolução de problemas; • Redirecionar a outros setores qualquer chat ou telefone que não seja de sua área de atuação, para ajudar o cliente a resolver seu problema no lugar correto; • Realizar o atendimento de chats com teor de Rejeição de notas fiscais, via chat e telefone visando um atendimento mais especializado.

Role Description This position will be a part of our Provider Clinical Service Desk, as an agent primarily handling inbound customer calls. This is a call center environment in which we support our customers 24x7x365. - All candidates will have to be shift flexible. Shift work is required including nights, weekends, and/or holidays. Account specific training is conducted during day shift hours, regardless of assigned shift. - Respond to incoming service desk calls from healthcare customers regarding the clinical aspects of various clinical applications such as Epic, Cerner, McKesson, and Meditech. Incidents may include, but are not limited to workflow issues, application errors, user access, and functionality. - Track and document the appropriate comments, and close or escalate the incident tickets and related issues in a timely manner. - Responsible for driving resolution of incidents on a 24/7 desk. - Read text on computer screens for the duration of the shift. - Remain at designated workspace and in the phone queue for an 8 to 10-hour period with scheduled breaks. - Ensure a quiet, private workspace with high speed, wired internet. - Travel up to 10% of the time, if required. - Lift up to 25 lbs. if needed for equipment setup. - Have a working cell phone for manager communication and Two-Factor Authentication. Qualifications - Minimum of 4 years of service desk / helpdesk experience or equivalent combination of education and technical troubleshooting experience (i.e., 2 years of work experience and 2 years of technical education). - Minimum of 1 year of technical troubleshooting experience. - High school diploma or equivalent required. Requirements - Experience in a call center environment. - Demonstrate a service philosophy in all interactions with clinicians and colleagues. - Effective communication and interpersonal skills. - Proficient typing and English language skills (both verbally and in writing). - Strong listening capabilities to fully understand caller’s needs / requests. - Exceptional ability to work optimally in a fast-paced environment. Benefits - We offer a full comprehensive benefits package that starts from your first day of employment.