• Respond to customer inquiries regarding technical issues, product-related questions, and remote monitoring support needs. • Document customer interactions accurately and comprehensively within designated systems. • Identify, collect, and capture relevant information related to product complaints and adverse events. • Prepare and submit Field Contact Reports (FCRs) in accordance with departmental procedures and quality requirements. • Maintain compliance with company policies, operating procedures, work instructions, and patient data privacy regulations. • Demonstrate strong time management and attendance practices while meeting service-level expectations. • Collaborate effectively with customers, healthcare professionals, colleagues, contractors, and vendors to resolve issues efficiently. • Deliver professional, positive, and solution-focused support in all interactions.

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions. • Become a product expert and develop creative solutions and workflows that best meet customer needs. • Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases. • Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.

Role Description As an Associate Hardware Tech at Ensono, you will be a critical hands-on technical resource responsible for the physical infrastructure that powers our clients' most important technology systems. Working in a secure, raised-floor data center environment, you will: - Rack and stack equipment - Troubleshoot hardware issues - Ensure seamless server implementation and decommissioning activities - Manage power connections and status lights - Install and label cables - Maintain detailed documentation of hardware location and connectivity Your expertise in data center best practices, combined with your ability to work both independently and collaboratively, will directly support our clients' mission-critical operations and enable them to Do Great Things. Qualifications - Knowledge of cable installation - Some experience working with the internals of computer hardware - Excellent listening and communication skills - Self-motivated, with high energy and an engaging level of enthusiasm - Ability to lift 50lbs - Ability to work independently and in a team environment - Ability to document problem resolution summaries using an online ticketing system - Basic understanding of data center operations and equipment handling Requirements - 2 years of related Data Center experience (Bonus Qualification) - Hardware installation, troubleshooting, and repair skills in the area of network equipment (Bonus Qualification) - A+, Network + certification and/or PC maintenance work experience (Bonus Qualification) - Experience working in a medium to large-scale computer center environment (Bonus Qualification) - Familiarity with raised floor management and computer/network installations (Bonus Qualification) - Knowledge of fiber and copper cable, legacy and current technologies (Bonus Qualification) - Working knowledge of legacy environments i.e. AS/400 and S/390 or UNIX, and Windows operating systems (Bonus Qualification) - Experience in Production control activities, Network Operations, and Service Desk operations (Bonus Qualification) - Understanding of mainframe installations and terminology (Bonus Qualification) Benefits - Unlimited Paid Days Off - Three health plan options - 401k with company match - Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts - Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement - Paid childbearing and paternal leave - Education Reimbursement, Student Loan Assistance or 529 College Funding - Sabbatical leave - Wellness program - Flexible work schedule

• Support for VMware systems • Organize and keep applications up to date and available • Administration of Windows servers and Linux environments • End-user support