Bryan Cardozo

• First Line software support for our customers - working US hours (12:30pm to 9:00pm GMT) and providing in-app chat, email-based support and screen shares with our customers. This can be anything from straightforward how-to requests through to complex problem solving. All support queries are treated with the same dedicated and passionate approach to delivering the best possible experience for our customers.

• Second Line technical investigation - spending time investigating more complex issues by gathering required information, considering all variables, replicating the problem in a reliable manner, working with our engineering team to find a solution, and following this through to release, via our product development process.

• Problem solving - finding alternative solutions for users to reach their goals.

• Ensuring contractual SLAs and internal targets are met.

• Support documentation - updating our online Help Center as the product evolves and new features are released as well as in response to customer queries and other initiatives.

• Issue logging - logging bugs and feature requests in a defined, clear manner such that they can be handed over to other teams quickly and easily

• Maintenance - working with the Head of Support and Product Team to prioritise and manage maintenance tickets

• Cross-team engagement - working with Sales, Customer Success, Product and Infrastructure teams on internal projects to help the company meet its strategic goals.

• Risk identification - using a variety of tools and reports to identify customers that may be at risk of cancelling, for example, due to low utilisation of the product.

• Flagging this to the Customer Success Team and supporting proactive campaigns to engage with our customer base.

• Opportunity identification - having the commercial awareness, and knowledge of our services and strategic direction, to identify opportunities for upsell within existing customers.

• Receive inbound support cases via Zendesk, email, web form, and/or live chat

• Create, track, and update support tickets using software tools

• Address support cases in a timely manner as per the established standards for the role, functional area, and/or business unit -Provide clear and accurate communication with customers through various channels -Perform testing, troubleshooting, and analysis activities as required to address support cases -Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone, and appropriateness -Perform research, internal consultation, and collaboration regarding product functionality relevant to support cases -Perform administration or product configuration tasks via internal tools when appropriate as part of support case resolution -Communicate, collaborate with and escalate to partners and other third-party vendors as required to address support cases -Be able to independently address support cases regarding core functionalities, common "how-to" questions, and known issues related to the assigned Emburse product(s) and area(s) of responsibility -Remain up-to-date with Emburse's latest product releases

-Demonstrate an ongoing commitment to increasing knowledge of Emburse products in the assigned and related area(s) of responsibility -Identify cases that must be transferred or escalated to another internal group such as Tier 2 Support, Customer Success Managers, Product Management, or Customer Support leadership -Identify, reproduce, document, and escalate potential product defects as per defined processes for the functional area and/or business unit -Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area, and/or business unit -Collaborate with other cross-functional teams including Customer Success Managers

-Responsible for the content safety of short video products, ensuring their legal compliance. -Responsible for developing, maintaining and implementing Community Content Security Standard. -Engaging in the improvement and operation strategies of Content Management System. -Coordinating with supervising departments to timely deal with contents violating our community regulation, and to update operation standards.