• Support customers with operational and technical questions related to the FL3XX platform • Investigate and troubleshoot reported issues • Assist customers and partners with API and integration-related inquiries • Analyze logs, requests, payloads, and platform behavior to help identify root causes • Coordinate closely with Product, Engineering, and Customer Success teams • Clearly explain technical topics to both technical and non-technical users • Help document recurring issues, workflows, and best practices • Contribute to improving the overall customer support experience

• Handle inbound and outbound customer communication via phone, chat, and email • Resolve customer inquiries with clarity, accuracy, and a positive attitude • Document interactions, tickets, and updates in the client’s support system • Follow established procedures and escalate issues when necessary • Maintain product knowledge and stay updated on client guidelines • Coordinate with internal teams or client contacts to ensure timely resolutions • Support customers across industries such as e-commerce, SaaS, services, and retail

• Provide technical support and troubleshooting to end-users from a remote location. • Resolve software/hardware/network issues, answer support requests, and ensure users have reliable access to the systems they need. • Respond to help requests via email, chat, phone, or help-desk ticketing system. • Troubleshoot problems with operating systems, software applications, hardware, and network connectivity. • Guide users through step-by-step solutions (remote desktop, instructions, or resources). • Escalate complex or unresolved issues to senior technicians or specialized teams. • Log and document each support request, resolution steps, and outcomes. • Maintain and update support knowledge bases, FAQs, or documentation. • Provide follow-up to ensure the users issue is resolved. • Occasionally assist with software installs, updates, or user account setups.

• Perform scheduled Quality Support Program (QSP) visits at customer locations. • Complete routine cleaning of photo lab equipment, printers, kiosks, and associated components in accordance with manufacturer and company procedures. • Perform quality inspections to verify equipment is operating within established performance standards. • Conduct preventative maintenance tasks designed to maximize equipment reliability and minimize service interruptions. • Inspect equipment for wear, damage, or potential failures and accurately document findings. • Perform print quality evaluations, color checks, calibration verification, and operational testing. • Identify issues requiring repair and communicate findings through proper service documentation and escalation procedures. • Replace approved consumable maintenance items and perform routine preventative maintenance within established guidelines. • Maintain accurate service records, inspection reports, photographs, and documentation using company systems. • Communicate professionally with store personnel regarding completed maintenance, equipment condition, and recommended follow-up actions. • Ensure work areas are left clean, organized, and compliant with company and customer standards. • Maintain inventory of cleaning supplies, maintenance materials, and assigned equipment. • Travel frequently (regional and national as required) and adapt to scheduling demands, including overnight travel when necessary. • Follow all company safety policies, customer site requirements, and regulatory guidelines while performing field work. • Represent the company professionally and deliver an exceptional customer experience during every Quality Support Program visit.