• Efetuar registro de todos os atendimentos realizados, conforme processo da empresa, permitindo a evolução e o acompanhamento do cliente; • Identificar necessidades dos clientes e repassar para a área comercial ou de relacionamento; • Manter-se atualizado nas questões ligadas ao produto (negócio, legislação, tecnologia).

• Reproducing the customer issue to determine root cause and appropriate corrective action • Resolving customer issues that do not require development team intervention • Documenting and forwarding customer requests for modification or enhancement to the appropriate team and providing feedback to the customer on such requests • Providing thorough, accurate, and professional responses to customers, including step-by-step instructions for using any component of the system, via email or phone • Building rapport with customers so that CINC is known for providing outstanding service and support • Creating user documentation to handle frequently asked questions • Training customers or other staff to increase the skills of the end users to reduce repeat cases • Assisting the training and implementation teams, as needed

• Oversee/supervise applied behavior therapy to families and individuals. • Provides a safe and effective therapeutic environment for children and families in accordance with the philosophy and mission of Behaven Kids. • Provide clinical support to the Behaven Kids BCBA team as assigned by clinical leadership. • Assist with conducting assessments, functional behavior assessments (FBAs), and reassessments as needed. • Develop, review, and update behavior intervention plans (BIPs) and treatment goals in collaboration with supervising BCBAs. • Provide supervision, observation, and clinical feedback to RBTs and other direct care staff as needed. • Complete treatment plan reviews, progress reports, and other required clinical documentation to ensure compliance with payer and regulatory requirements. • Assist with parent and caregiver training sessions. • Provide temporary clinical coverage during BCBA absences, PTO, vacancies, or periods of increased clinical need. • Collaborate with clinic leadership to maintain continuity of client care during staffing transitions. • Participate in interdisciplinary collaboration with other providers and team members when appropriate. • Assist with onboarding, mentoring, and clinical training of new BCBAs and RBTs as requested. • Support quality assurance initiatives, including documentation reviews, treatment integrity checks, and clinical audits. • Maintain timely, accurate, and ethical documentation in accordance with BACB Ethics Code, Nebraska DHHS regulations, Medicaid requirements, and company policies. • Attend required meetings, trainings, and clinical consultations. • Maintain active BCBA certification and any required state credentials.

• Provide Tier-2/Tier-3 technical support for federal customers using Versa SASE, SSE, SD-WAN, and SD-LAN solutions. • Troubleshoot complex networking, routing, switching, security policies, and cloud integration issues. • Serve as a technical liaison between federal customers and Versa engineering teams. • Document root cause analysis (RCA), workarounds, and permanent fixes. • Support federal compliance requirements (e.g., FedRAMP, FIPS, NIST frameworks). • Participate in on-call rotation to ensure 24x7 coverage for critical government customers. • Develop and maintain knowledge base articles and technical documentation for federal use cases. • Collaborate with product management and engineering to drive product improvements based on customer feedback.