Job Title: Email/Chat Support Specialist Location: Columbus, United States Experience: Entry Level Remote Working: Fully Remote Job Description: DMC Strategic IT is the North American Odoo and NetSuite Partner for equipment Manufacturing, Sales, and Distribution Organizations. We collaborate with companies to implement innovative solutions that perpetually evolve and support strategic and tactical initiatives. Our solutions are the 'Right Balance' of Process Improvements and Technology, affectively delivering a 'Top-Line' solution that positively impacts the 'Bottom-Line' metrics for growth, profit, and competitive advantage. We are seeking an enthusiastic and dedicated Email/Chat Support Specialist to join our dynamic team at DMC Strategic IT. As an Email/Chat Support Specialist, you will be the first point of contact for our clients, providing exceptional support and ensuring a seamless customer experience. This fully remote, entry-level position is ideal for individuals with strong communication skills and a passion for helping others. Responsibilities: - Respond to customer inquiries via email and chat in a timely and professional manner. - Troubleshoot and resolve customer issues by providing accurate information and appropriate solutions. - Maintain detailed and accurate records of customer interactions and transactions. - Collaborate with team members and other departments to resolve complex issues. - Identify and escalate priority issues to the appropriate channels. - Continuously strive to improve customer satisfaction and maintain high-quality service standards. - Stay up-to-date with company products, services, and policies to provide informed assistance. - Participate in training sessions and team meetings to enhance knowledge and skills. Requirements: - Excellent written communication skills with a strong command of the English language. - Ability to multitask and manage time effectively in a fast-paced environment. - Strong problem-solving skills and attention to detail. - Basic understanding of IT concepts and terminology is a plus. - Proficiency in using email and chat platforms, as well as basic computer applications. - Customer-oriented mindset with a positive and empathetic attitude. - Ability to work independently and as part of a remote team. - High school diploma or equivalent; additional education or relevant certifications are a plus. - Availability to work flexible hours, including evenings and weekends, if required. Join us at DMC Strategic IT and contribute to our mission of delivering exceptional IT consulting services to our clients. If you are passionate about customer support and looking to start your career in a supportive and remote-friendly environment, we would love to hear from you!

What are we looking for? We’re hiring a Customer Operations Lead to run day-to-day customer operations and ensure fast, high-quality outcomes. You will own non-technical support, billing ops, triage into technical support, and a light support-to-success motion for renewals and upsells. You should be: - Operationally excellent: crisp processes, strong prioritization, and reliable execution. - Customer-obsessed: you drive outcomes, not just ticket closure. - Calm under pressure: strong escalation judgment and clear communication. - Commercially aware: you can spot expansion opportunities and coordinate the right follow-up. What will you lead? - Billing operations: refunds, disputes/chargebacks, invoices, plan changes, account migrations, access issues - Non-technical support: handle requests when AI support fails or users need human help - Triage and routing: classify issues, gather context, and escalate to Technical Support/Engineering with clean repro details - SLAs and outcomes: define and run response SLAs, backlog health, and customer outcome accountability - Escalations + prioritization: manage hot accounts, incidents, and cross-team prioritization with engineering/product - Light commercial motion: coordinate renewals/upsells, identify expansion signals, and hand off to sales/success when needed - Operating cadence: weekly reviews, tooling, macros, playbooks, and continuous improvement across support ops What skills do we expect you to have? - Experience running customer operations or support ops in a SaaS environment - Strong understanding of billing and payments workflows (refunds, disputes, subscriptions) - Excellent written communication: clear, fast, and professional customer-facing responses - Strong triage instincts: can separate billing vs product vs technical issues and route correctly - Comfort with tooling: ticketing systems, CRMs, internal dashboards, and basic analytics - Ability to drive process: SLAs, escalation paths, playbooks, and cross-functional coordination What are Hercules’ operating principles? Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of them are specifically choices that we as a company unique prioritize and so can be learned on the job. However, we do specifically filter for these principles our hiring process: - We move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers. - We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work. - We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done. We are politely relentless. Is Hercules in-office or remote? Hercules founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates in US time zones who would be willing/able to travel to the office regularly. What are Hercules’ benefits? - Healthcare, vision, and dental - User whatever AI productivity tools you’d like - Take what you need vacation policy - Daily lunches, dinners and snacks in the office - We guarantee you will do the best work of your career here What’s the compensation? $100k-$250k + equity (depends on seniority, equity, and location)

Looking for a way to make an impact and help people? Join PacificSource and help our members access quality, affordable care! PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths. The Member Support Specialist will work as an integral part of the case management team to serve as a resource to members. The Specialist will work telephonically and in person to support members with complex psycho-social issues which create barriers to adherence with medical regimens and achievement of optimal health outcomes. (Examples may include activities such as assisting with arranging transportation, linking patients with community resources, etc.). Will assist with program development, and build effective member and provider relationships. Essential Responsibilities: - In coordination with the member’s case manager, develop and implement goals and/or plans tailored to assist members in navigating the complexities of the healthcare system. - Educate members on understanding and working within the parameters of their benefit structure. - Utilize motivational interviewing and patient-engagement techniques to support members in achieving optimal health outcomes by effectively utilizing their benefits. - Identify community resources and make referrals to members as appropriate. - Serve as liaison between members and providers/agencies. - Identify members for coordination and case management services through a variety of methods, including claims data and reports. - Screen requests to identify appropriate referrals to case management from multiple internal and external sources. - Work collaboratively with the case management team to help facilitate case management process. Participate in case management/care coordination meetings. - Ensure compliance with applicable state and federal regulations and guidelines in day-to-day activities, including maintaining HIPAA standards and confidentiality of protected health information. Ensure accurate and timely documentation. - Assist members with referrals, scheduling appointments and ensuring transportation to medical appointments is available. - Assist members with non-clinical needs for transitions and different phases of care. - Manage mailing lists and outgoing mailings. Supporting Responsibilities: - Assist with the development of departmental procedures, reports and projects. - Assist care management to meet quality measures as outlined by government regulations. - Enter and collate data: prepare reports as assigned. - Participate in team, department, company, and community-related committees as requested. - Make presentations to small groups. Actively participates in quality improvement initiatives. - Meet department and company performance and attendance expectations. - Perform other duties as assigned. Work Experience: A minimum of three years of experience in community services or healthcare agencies focused on coordination services required. Experience in health insurance and delivering group presentations preferred. Education, Certificates, Licenses: High school diploma or equivalent required. Knowledge: Medical terminology. Proficient in Microsoft Office, including Word, Excel, PowerPoint, Medical management software (e.g CaseTrakker Dynamo). Excellent verbal and written communication skills and is able to work independently as well as to work effectively on a team. Good working knowledge of how to access community resources and healthcare system. Competencies: Building Customer Loyalty Building Strategic Work Relationships Contributing to Team Success Planning and Organizing Continuous Improvement Adaptability Building Trust Work Standards Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 20% of the time. Skills: Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork Compensation Disclaimer The wage range provided reflects the full range for this position. The maximum amount listed represents the highest possible salary for the role and should not be interpreted as a typical starting wage. Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity. Please note that the stated range is for informational purposes only and does not constitute a guarantee of any specific salary within that range. Base Range: $35,542.81 - $56,868.50 Our Values We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business: - We are committed to doing the right thing. - We are one team working toward a common goal. - We are each responsible for customer service. - We practice open communication at all levels of the company to foster individual, team and company growth. - We actively participate in efforts to improve our many communities-internally and externally. - We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community. - We encourage creativity, innovation, and the pursuit of excellence. Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively. Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

Who is Aiwyn and what do we do? Aiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we’re one of the fastest-growing scale-up SaaS companies in the world. We build category-defining technology—and we’re doing it with world-class people, processes, and products. To learn more, visit our website This role: As part of our Customer Support team, you’ll provide front-line product support to users, troubleshoot software issues, and ensure customer satisfaction by resolving technical problems efficiently. You’ll develop a deep understanding of the company's software products to guide users, offer product training, and escalate complex issues to the engineering team when necessary. Working within our three-tiered support structure, you’ll work closely with other support teammates, customer implementations and success, and software developers in order to drive positive outcomes for our customers. How We Investigate Issues: Investigations often require deep technical analysis across multiple systems, including database queries, user session replays, and network-level logs. The role involves tracing data from source systems through integrations into Aiwyn’s platform, analyzing transaction flows, and diagnosing issues related to DNS, mail servers, and third-party integrations such as practice management systems, SafeSend, and Outlook. Key Responsibilities: - Provide expert technical support to customers via support ticket, live chat, and phone, troubleshooting software issues and ensuring a seamless user experience. - Assist in the setup, configuration, and optimization of our software for new and existing customers. - Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests. - Offer training and guidance to customers on best practices for using our software, via email, chat and virtual meetings. - Manage and prioritize support tickets, ensuring timely and accurate resolutions. - Contribute to the development of support documentation, FAQs, and knowledge base articles. Qualifications: - 1-2 years of experience in a technical support, customer support, or technical-adjacent role or completion of a technical bootcamp or equivalent training - Excellent problem-solving skills with a proactive approach to troubleshooting. - Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users. - Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment. - Experience with structured query language (SQL) - Strong process-oriented mindset with a focus on continuous improvement and operational efficiency - Appreciation for data integrity, with a commitment to maintaining clean, accurate, and well-documented records by following established processes Preferred experience: - Familiarity with SaaS platforms and cloud-based software solutions. - Experience with customer relationship management (CRM) systems including Zendesk and JIRA. - Strong understanding of accounting principles and experience with accounting or accounts receivable software. Benefits and Perks: - The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience. Other benefits include: - Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls. - Remote, work-from-anywhere culture - Flexible PTO - World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support. - Stock options - every Full Time Employee has ownership in Aiwyn's future and success. - 401(k) matching Our Values: - Relentless by Design - Owners not Renters - Trust at the Core Learn more about Aiwyn: - About us - YouTube page Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa