• Act as the main point of contact for Enterprise and Strategic Account Managers, providing direct support to them and their customers for OM-related queries. • Work closely with customers to address and resolve any issues related to their orders and shipments. • DRI for all customer RMA requests with serial numbers, replacements, Account level device count alignment to be directly in contact with customers. • Provide hands-on assistance with the quoting process and CPQ (Configure, Price, Quote) for Account Managers. • Ensure all necessary details, including cable specifics and additional customer requests, are accurately captured in quotes and orders. • Collaborate with cross-functional teams, including Finance, Fulfillment, and Customer Support, to ensure a seamless end-to-end order process. • Proactively identify and resolve potential issues in the quote-to-cash process to prevent delays and improve efficiency. • Ensure all customer and order information is meticulously entered and maintained in CRM systems, such as Salesforce and Zuora. • Work on sales order creation, churn processing, and account reconciliations as needed.

• Desenvolver e atualizar a documentação para os usuários da plataforma, garantindo clareza e acessibilidade das informações. • Monitorar, priorizar e resolver chamados diários, assegurando que todos os problemas dos usuários sejam tratados de maneira eficiente e eficaz; • Fornecer suporte e atendimento aos clientes através de chat e WhatsApp, resolvendo dúvidas e problemas em tempo real; • Oferecer suporte aos usuários da plataforma, tanto clientes quanto funcionários, auxiliando na resolução de problemas técnicos e no uso da plataforma; • Coletar e documentar requisitos e feedback dos usuários para melhorias na plataforma, colaborando com a equipe de desenvolvimento para implementar as mudanças necessárias; • Planejar e conduzir treinamentos para clientes, garantindo que eles compreendam e saibam utilizar todas as funcionalidades da plataforma • Colaborar na criação e implementação de regras de negócios para a plataforma, alinhando as funcionalidades às necessidades dos clientes e da empresa; • Prover suporte técnico contínuo para a plataforma, garantindo a estabilidade e a funcionalidade do sistema • Registrar e acompanhar tarefas e bugs na plataforma, comunicando-se de forma eficiente com a equipe de desenvolvimento para garantir a resolução rápida e eficaz dos problemas

• Provide 2nd line application and technical support for Kinetic’s enterprise software platforms servicing both Student Housing and Conference & Events • Investigate, diagnose, and resolve complex incidents related to data, configuration, performance, and platform behaviour • Use SQL and relational database expertise to analyse data issues, identify root causes, and support fixes • Troubleshoot issues across Microsoft SQL Server and Microsoft Azure environments, including performance and connectivity concerns • Support software upgrades, patching, cloning, and environment-related activities • Perform root cause analysis and contribute to long-term fixes and service improvements • Manage support cases end-to-end, acting as the primary technical owner until resolution • Communicate clearly and confidently with customers, keeping them informed throughout the lifecycle of an issue • Lead or participate in customer calls and meetings with a strong technical support focus • Work closely with 1st line support, engineering, infrastructure, and product teams to resolve complex issues • Escalate defects and risks appropriately, providing clear technical detail and evidence • Document support investigations, resolutions, and known issues to build internal knowledge and improve future response times

• Monitor customer infrastructure and cloud platforms. • Respond to alerts, incidents and service requests. • Perform first-line troubleshooting across Microsoft technologies. • Escalate issues with clear technical notes. • Complete daily operational health checks. • Produce knowledge articles and documentation. • Deliver excellent customer service. • Participate in shift handovers and continual improvement. • Learn new technologies through mentoring and certification.