• Act as a Product Ambassador for the Omatic Product Suite • Demonstrate expertise when discussing each Omatic product offering • Remain educated on updates and enhancements to each product in alignment with release dates • Identify opportunities for upsell or risk mitigation • Resolve basic cases across all Omatic solutions • Provide links and identify gaps in documentation for self-service solutions • Identify complex issues and traffic them to appropriate teams • Capture case notes, document activities, and manage case lifecycle • Provide warm, friendly, and knowledgeable responses to customers • Maintain 1st response SLA of 2 hours for over 98% of cases

• Act as the point of contact for production support and problem resolution; • Provide technical assistance and support to users and systems; • Monitor and manage systems, ensuring continuity of services; • Collaborate with the technology team to implement improvements and automations; • Document processes and troubleshooting solutions for future reference;

• Deliver friendly, professional technical support via phone and remote tools • Troubleshoot Windows PCs, networking issues, and Uniguest software • Diagnose technical problems and guide customers to successful resolutions • Collaborate with teammates to resolve complex issues and share knowledge • Create a positive customer experience with every interaction

• Provide technical and customer support via inbound calls, chat, and email • Assist with account access, password recovery, and device-related issues • Support troubleshooting for hardware, software, and network problems • Handle billing and digital service inquiries (apps, media, subscriptions) • Guide customers through product usage, updates, and migrations • Ensure accurate documentation of customer interactions • Follow internal procedures and quality standards