• Support preparation of weekly status reports, dashboards, milestone updates, and governance materials for agency and project leadership. • Maintain RAID logs, action trackers, decision logs, meeting records, and other PMO artifacts in accordance with project standards. • Collect and consolidate status inputs from functional, technical, data, testing, and training workstreams for integrated project reporting. • Support project meetings by scheduling sessions, preparing agendas, capturing notes, and tracking follow-up actions to closure. • Monitor milestones, deliverables, approval dates, and governance deadlines to help keep the implementation on schedule. • Assist with dependency tracking across functional, data, security, and technical teams. • Support change control, document management, and project communications using established PMO processes and templates. • Help ensure decisions, risks, issues, and stakeholder actions are documented clearly and reflected in project plans and reporting. • Support readiness tracking across major implementation events such as requirements approval, ATO activities, SIT, training, UAT, documentation handoff, and agency approval.

• Providing first-line technical support to our global customer base • Monitoring and responding to support tickets through our ticketing system • Performing initial troubleshooting and issue analysis • Escalating complex issues to Tier 2 or Engineering when required • Managing customer communication and ensuring timely updates in accordance with our SLA commitments • Providing remote technical support to Field Service Engineers while they are working onsite at customer locations • Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support) • Work cross functionally to explain issues and escalate as needed • Train customers on capabilities within the platform/product and best practices • Help customers understand the platform and the tools that can help them propel their business forward • Create the best customer experience in the industry

• Provide comprehensive customer support by managing active support tickets • Assist new clients during onboarding and guide them through initial setup • Investigate reported issues and coordinate their resolution • Maintain and support existing customer integrations • Troubleshoot and resolve integration-related problems • Oversee and track Power BI requests • Maintain clear and consistent communication with the development team • Organize and participate in support meetings when required

• Provide technical support to customers using healthcare technology products • Troubleshoot product and device-related issues while guiding customers through effective solutions • Assist with repair, replacement, and service-related processes when required • Deliver professional customer support via phone while ensuring a positive customer experience • Accurately document customer interactions and maintain detailed case records • Follow established procedures, compliance requirements, and quality standards • Escalate complex technical issues to the appropriate teams when necessary • Collaborate with internal departments to ensure timely issue resolution