• Own first-line intake for Alice support across ASR, CSR, and Back Office teams (Slack, Jira, email). • Triage incoming requests: reproduce issues, categorize (bug, data, training, enhancement), and assess severity and impact. • Resolve issues without engineering via guidance, configuration, and documented workarounds; keep stakeholders moving. • Create high-quality tickets when engineering is required, including repro steps, expected vs actual behavior, and business impact. • Coordinate urgent incident response for critical outages or workflow breaks, with clear status updates and post-incident follow-ups. • Identify recurring patterns and drive prevention through knowledge base articles, lightweight enablement, and recommendations to Product. • Track and report support health metrics weekly (volume, time-to-first-response, deflection rate, top drivers).

• Support Sales Representatives: Serve as a direct resource for Sales Reps, handling new business inquiries, completing applications, and providing coverage when Reps are unavailable. • Guide Clients Through the Purchase Process: Build rapport with prospective customers, gather the information needed to move their application forward, and deliver a smooth, professional buying experience. • Quote New Business: Run accurate insurance quotes across multiple carriers for new customers, clearly presenting coverage options and helping clients understand the products that best fit their needs. • Complete Applications: Prepare, submit, and follow up on new policy applications, ensuring all required documentation and information are collected accurately and on time. • Educate and Advise: Explain coverage options, discounts, and policy features to help clients make informed decisions — with a focus on finding the right fit, not just the fastest close. • Meet Performance Goals: Consistently achieve KPI benchmarks, including % of Binds and Contacts Handled, in line with company expectations. • Stay Queue-Ready: Maintain availability and manage phone states appropriately to ensure clients and Sales Reps receive prompt, professional support throughout the day.

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.   Want to help man's best friend? Join us in our journey to revolutionize their world!   Full-Time, Remote, Training begins Monday, March 16th!   Why Halo Collar you ask? If you love your furry friends like we do, Halo Collar is leading the pack in innovation by helping keep them safe. Earn $17 - $20 hourly based on experience, plus full benefits, while making a real impact!   As a Dog Park Agent, you will connect with customers through the Gladly platform across chat, phone, and email. Your job is to help people feel confident using their Halo Collar by guiding them through the device, app, and services that make the product work. You will quickly become a go-to expert who can turn confusion into clarity and questions into “ohhh, that makes sense.”   You will also play a key role in capturing customer feedback that helps make the product even better. By asking thoughtful questions and truly listening to what customers share, you will surface insights that help our team continue improving the experience and shaping what comes next.   How you can take Ownership of this role: 🐾 Patiently and "paws"itively navigate customers who may not be comfortable setting up and using a feature-rich, interactive application 🐾 Multitask in a high-volume environment, balancing tickets and live interactions efficiently 🐾 Build strong relationships with customers and colleagues while effectively prioritizing tasks 🐾 Provide white-glove, expert assistance to guide customers who need help understanding the product, ensuring they have a seamless and positive experience 🐾 Encourage customers to share their feedback, actively listening to their experiences and documenting key insights to help improve our products and services   What you Will bring to the table: 🐾 Availability to work Sunday - Saturday, 9am - 8pm EST: Five 8-hour shifts per week, must be able to work at least one weekend day 🐾 Ability to make independent decisions while consulting experts as needed 🐾 3+ years of customer-facing experience where empathy, patience, and active listening were essential to helping people solve problems 🐾 Strong communication and listening skills with the ability to calmly guide customers through solutions and make them feel supported, understood, and confident 🐾 Comfort navigating everyday technology and web-based tools such as Google Chrome, along with the ability to think independently while knowing when to collaborate or seek guidance 🐾 Reliable home internet with at least 25 Mbps down and 5 Mbps up (must not be a cellular connection—T-Mobile Home Internet is NOT adequate) (Check Your Speed Here!)   What you May bring to the table: 🐾 A furry friend to help test and promote the continued growth of our products 🐾 Experience using Halo Collar products    Equal Opportunity Employer M/F/D/V   Learn more about our amazing partner, Halo Collar, at About Halo Collar   If this sounds like you, join us in our mission to provide pet owners with the best technology to keep their furry friends safe. If you’re excited about helping people, supporting innovative products, and making a difference for pets and their humans, we want to hear from you!    Equal Opportunity Employer M/F/D/V

• Act as a problem-solver: understand customer needs, troubleshoot issues, and follow up to ensure resolution. • Guide and train customers on the Practice Better platform so they can confidently use its features. • Build deep product knowledge and share it with customers in clear, practical ways. • Contribute to support resources like help articles and guides. • Collect customer feedback, identify trends, and share insights with the development team. • Log requests and keep teams updated on customer needs. • Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority.