• Find innovative ways to respond to varying questions, issues, and concerns • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns • Provide front line, first level, technical assistance for consumers • Resolve technical problems, within a fast paced, customer facing environment • Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including but not limited to WIFI and internet connectivity • Calmly attempt to resolve and de-escalate any issues • Escalate interactions when necessary and appropriate • Respond to requests for assistance and/or possible processing payments • Track all call related information for auditing and reporting purposes • Provide feedback on call issues • Upsell if required

• This individual will be involved in the delivery of designing, developing, enhancing, and implementing software solutions within Pratt & Whitney’s Center of Excellence (COE) for enterprise MES, as well as integrations with other enterprise products for our internal Operations customers. • This role will support the troubleshooting of problems related to software applications, resolving systems integration and compatibility issues, and managing within the software development lifecycle. • Career growth opportunities include access and exposure to technical and functional experts, business operations, and to executives and upper management. • This position offers an opportunity to network with technical professionals and to build relationships within the organization being on the front lines of developing technology. • The Digital MES team at Pratt and Whitney is looking for a highly motivated, self-starter who will be excited in delivering digital solutions within our MES & Manufacturing Operations Management enterprise platform as it relates to supporting our facilities worldwide. • Current strategic activities include supporting the existing Manufacturing, Assembly, and Maintenance Repair & Overhaul (MRO) business, with eventual transition to supporting the roadmap for MES deploying next-gen solutions across the value streams, new site implementations, and integrating with new technologies for IIOT and Industry 4.0.

• Help customers understand the platform and the tools that can help them propel their business forward. • You will work directly with end users to address questions or technical issues. • 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. • Create the best customer experience in the industry.

• Provide comprehensive support, repair, and assistance to retail locations regarding POS software and hardware issues. • Repair and maintain equipment, including Point of Sale terminals, scanners/scales, printers, drawers, monitors, keyboards, and computers, along with their relevant software. • Assist in the setup and installation of new hardware and POS-related software. • Perform troubleshooting on core system remote devices. • Engage in various computer-related break-fix repairs as needed. • Effectively manage time, prioritize tasks, and work independently while maintaining strong communication with store staff.