Mpathic

• Tier 2 SDEs support and manage the entire domain and understand all aspects of that process. • T2 SDEs are responsible for providing technical assistance and support related to computer systems, hardware, and software to MITS customers and peers. • The T2 SDE collaborates with other IT professionals in a remote Contact Center while supporting a variety of customer IT environments. • Tasks include end user support, analyzing requirements, resolving problems, installing hardware or software solutions, license tracking, asset management, support and maintenance, upgrades, and configuration changes.

• Provide expert program and technical support to parents, schools and vendors in a cloud-based Contact Center. • Support families', schools, and vendors in all areas of the WV Hope Scholarship. • Provide exemplary customer support through phone and email response. • Train to review and process a variety of documents related to the Scholarship, such as student applications, student curriculum orders, and more.

• Uphold and integrate the customer’s Catholic and Christian identity to foster the teachings of the Church in all aspects of job performance. • Strictly adhere to HIPAA guidelines, conducting rigorous identity verification before disclosing any protected health information. • Verify member eligibility and gather necessary information to assist with member inquiry. • Efficiently authenticate and respond to provider request regarding patient policy status, effective dates of coverage, benefits, claim status, and other inquiries. • Inform members and providers on services requiring prior authorization and track the status of pending requests. • Maintaining detailed, audit-ready logs of every call, chat, and email interaction, including clear notes on the specific resolution or next steps promised. • Assist with producer support by performing regular DOI portal audits and checking Sircon credentials to verify active licensing status. • Perform other duties as assigned.

• Provide consistent, accurate and efficient processing of orders • Actively communicate with Team and Families • Follow coaching from manager to show consistent improvement in identified areas of opportunity. • Perform other duties as assigned

• Answer inbound calls and maintain professionalism with the caller while addressing their complaints and questions. • Follow established work instructions and scripts for calls and documentation. • Provide great customer service and actively manage one-on-one relationships with callers.

• Provide first-contact direct technical support for client issues (login, software, hardware) • Monitor and respond to system alerts and urgent cases • Administer and troubleshoot Windows Server environments and Active Directory • Support end-user devices, LAN/WAN environments, and corporate infrastructure • Use RMM and case tracking systems to document, track, and resolve issues • Communicate clearly with clients via voice calls, setting expectations and providing updates • Collaborate with internal teams and third-party vendors for issue resolution • Follow documented procedures and contribute to process improvements

• Act as an embedded member of the client’s sales organization • Responsible for creating high-quality sales opportunities through thoughtful, persistent outreach • Initiate outbound engagement through phone, email, and digital channels • Consistently set qualified meetings for Account Executives • Accurately document all activity in the CRM (e.g., Salesforce)

• Drive acquisition of new members for a leading Catholic health sharing ministry. • Execute inbound and outbound calls using the customer’s Contact Center platform. • Document customer engagements and may be responsible for the full sales cycle from introduction to closing. • Uphold and integrate the customer’s Catholic and Christian identity. • Build trust and rapport with prospective members. • Walk prospective members through the application process. • Work closely with customer’s clinical and onboarding teams. • Perform other duties as assigned.

• Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations; • Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments; • Operating System installation for Windows Servers and Desktop systems; • Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination therefore; • Contribute to computer and network security using a variety of security-based software products and hardware appliances; • Provide corporate networking and infrastructure device(s) support, especially as it relates to the end user devices; • Provide 2nd and 3rd level contact and problem resolution to hardware, software and applications issues for customers; • Resolve user-reported technical issues using available resources while following documented procedures and policies; • Explain computer and software operations to technical and non-technical users; • Document, track and monitor the problem to ensure a timely resolution with our internal systems (RMM and case tracking systems); • Serve as liaison between customers and external support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process; • Work with third party IT vendors, providing management and oversight; and • Perform other duties as assigned.

• Handle moderate to high volume of inbound overflow calls from families nationwide • Provide consistent, accurate, and efficient processing of orders and applications • Guide customers through program guidelines and technical processes across multiple states and program types • Log interactions accurately using CRM and CCaaS tools • Actively communicate with team and families • Flex to support varying call volumes as an overflow resource • Perform other duties as assigned