• Shape the evolution of internal panels and tools used daily by our global business units; • Analyze current tools and systems to identify friction points, bottlenecks, and areas for improvement; • Translate internal business needs into clear specifications and coordinate their implementation with technical development teams; • Prepare and distribute clear internal updates and announcements regarding newly deployed functionalities of our systems; • Revise, maintain, and update internal technical documentation, system wiki articles, and training materials; • Handle the complete organization and deployment of training cycles for internal newcomers and global technical teams; • Coordinate tasks in the HQ Tech Support queue, providing daily operational support and validating new functionalities from a user perspective.

• Provide front line phone coverage, and participate in various call center groups. • Provide on-site assistance to clients within your local geography, if applicable. • Provide excellent customer service to Xantrion’s client base. • Provide technical support as assigned for issues related to computer systems, software, and hardware. • Log and track support requests in ConnectWise. • Prioritize and/or escalate tickets as required to ensure customer satisfaction. • Brief customers, as well as management, on the status of current resolution efforts. • Work with third party support providers when necessary. • Follow up with customers to ensure an issue has been resolved.

• Provide the best possible support and customer service to our clients. • Handle requests submitted by customers, typically by phone. • Ensure timely resolution of requests based on priority. • Provide front line phone coverage and participate in various call center groups. • Provide technical support for issues related to computer systems, software, and hardware. • Log and track support requests in ConnectWise. • Brief customers on the status of current resolution efforts. • Follow up with customers to ensure issues have been resolved.

• Provide the best possible support and customer service to our clients. • Handle requests submitted by customers, prioritizing and escalating tickets as required. • Log and track support requests in ConnectWise, providing follow-up to ensure issues are resolved. • Submit semi-monthly timesheet and expense reports. • Participate in various call center groups and provide on-site assistance as needed. • Perform audits of customer information and systems as necessary.