• Serve as the first point of contact for customers via various channels such as email, chat, and video conferencing tools • Provide prompt assistance to customers by actively listening to their concerns and inquiries • Identify, troubleshoot, and resolve customer issues promptly and effectively • Collaborate with cross-functional teams, including Product, R&D, and Customer Success • Document and maintain detailed records of customer inquiries and resolutions in Zendesk • Stay up-to-date with product knowledge, policies, and industry trends • Contribute to the development and maintenance of customer support resources

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Support Optimization Manager AI & Automation is responsible for designing, building, testing, and continuously improving AI-driven support workflows within Intercom. This role focuses on making Fin (Windy) effective at handling defined tasks, while ensuring Support agents are set up to focus on complex issue resolution. - Build, configure, and maintain Fin (Windy) workflows, automation, and task-based experiences within Intercom. - Test and validate Windy responses, task handling, and automation logic prior to release. - Partner with Engineering to define, test, and support required data connectors and integrations. - Write and maintain task procedures and decision logic used by Windy. - Create, refine, and QA snippets and responses used by Windy to answer trader questions. - Continuously monitor performance and accuracy of Windy and automation workflows. - Identify gaps, edge cases, and failure points, and iterate to improve reliability and usability. - Assist with Help Center articles and supporting documentation as needed to ensure content alignment. - Ensure workflows and automation align with defined CX standards and compliance requirements. - Participate in agent feedback loops to ensure solutions reduce friction and do not introduce new complexity. - Support ongoing experimentation, testing, and rollout of new automation use cases. - Document workflows, logic, and changes to ensure maintainability and knowledge sharing. Qualifications - 4+ years of experience in support operations, automation, or CX tooling roles. - Deep, hands-on expertise with CRM’s, including workflows, bots, reporting, and automation. - Experience working with AI-driven support tools, including Fin or similar conversational AI platforms. - Strong experience testing, QA’ing, and maintaining automated workflows and integrations. - Comfort partnering with Engineering on technical requirements and data integrations. - Strong understanding of support operations and frontline agent workflows. - Detail-oriented with a strong bias toward quality and reliability. - Ability to clearly document logic, procedures, and workflows. - Excellent problem-solving and communication skills. Requirements - Experience building and maintaining data connector-driven automation. - Ability to translate complex processes into clear, task-based automation flows. - Strong prioritization skills in fast-moving environments. - Comfort iterating quickly while maintaining operational accuracy. - Proficiency with Intercom Workflows and Fin. - Intercom Academy Certification (or demonstrated progress toward certification), indicating deeper expertise with Intercom workflows, automation, reporting, and AI tools such as Fin (Windy). - Basic understanding of Google Suites, including Sheets, Docs, Slides, and Forms. Benefits - Topstep is an engaging working environment which ranges from fully remote to hybrid. - Seven Company-paid Holidays and generous Family Leave. Paid time off is front-loaded. - Competitive 401(k) matching, health, dental, and vision insurance is offered for full-time employees. - Vacations are encouraged with a bonus for taking 5 consecutive days. - Employee referrals are bonused. - Topstep offers a food and groceries budget and contributes towards health and wellness. New Hire Base Salary Range - $80,000 - $90,000. - Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents. - The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Equal Opportunity Employer Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Pathology Support Coordinator plays a critical role in supporting Natera’s oncology testing operations, including Signatera and Altera. This position is responsible for reviewing and validating pathology tissue samples, ensuring data accuracy and completeness, and partnering cross-functionally to resolve discrepancies prior to report release. The ideal candidate brings strong attention to detail, experience in pathology or laboratory workflows, and the ability to work efficiently in a high-volume, quality-driven environment while maintaining strict compliance with HIPAA and company policies. - Utilize multiple information systems, including LIMS and associated databases, to review and validate pathology tissue samples for Signatera and Altera testing, ensuring accuracy, completeness, and compliance with established protocols. - Interpret pathology reports, clinical documentation, and ancillary testing reports to accurately abstract and enter relevant data for each tissue sample. - Partner cross-functionally with internal teams to investigate, resolve, and document discrepancies or incomplete information in a timely manner. - Identify non-conforming samples and apply appropriate case notes, holds, and escalations to ensure efficient resolution and minimal impact to turnaround times. - Verify and confirm cancer type classifications with the reporting team prior to report release using established communication channels and tracking tools. - Consistently meet or exceed daily productivity and quality metrics. - Participate in interdepartmental meetings to support alignment, knowledge sharing, and continuous process improvement. - Provide constructive feedback on workflows, tools, and standard operating procedures to enhance efficiency and quality. - Maintain thorough knowledge of and adherence to all applicable Standard Operating Procedures (SOPs). - Handle Protected Health Information (PHI) in both electronic and paper formats in compliance with HIPAA and company privacy policies. Complete all required privacy and compliance training. Qualifications - Bachelor’s degree in Biology, Life Sciences, Healthcare, or related field preferred. - High School Diploma or equivalent required. - Minimum of 2 years of experience in the medical or healthcare industry; pathology experience strongly preferred. - Demonstrated data entry experience in a clinical, laboratory, or healthcare setting required. Requirements - Comprehensive training across product lines with the ability to perform quality control reviews with consistently high accuracy and efficiency. - Ability to independently manage routine escalations, discrepancies, and case holds. - Strong understanding of the Sample Review process and associated SOPs, with the ability to apply guidelines accurately in varied scenarios. - Typing speed of at least 45 words per minute with a high degree of accuracy. - Excellent written and verbal communication skills. - Strong critical thinking and problem-solving abilities with sound professional judgment. - Exceptional attention to detail and ability to maintain accuracy in a high-volume environment. - Demonstrated professionalism, reliability, and ability to collaborate effectively within a team-oriented environment. Benefits - Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. - Natera employees and their immediate families receive free testing in addition to fertility care benefits. - Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. - Generous employee referral program!

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Pharmacy Support Analyst role at ScriptPro is responsible for troubleshooting, analyzing, and maintaining ScriptPro systems, applications, hardware, and computer peripherals, as well as using remote support software (i.e. BOMGAR, PCAnywhere, SecureLink, and Windows Remote Desktop) to assist customers with reported issues. This person will consult with customers to help identify recommended best practices for system configuration, pharmacy workflow, and potential enhancements available. This is a remote work from home position regardless of location. Some travel by air or auto may be required. Scope of the Role - Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. - Conduct technical analysis and review of system performance. - Troubleshoot issues with proprietary software, third party insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows O/S, SQL database, and pharmacy operations workflow. - Research required information using available resources including internal knowledge base articles, technical procedures, SharePoint, mentors, and previously documented Service Requests. - Respond to customer inquiries from a general queue or a subject matter expert specific queue as assigned. - Deliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneously. - Work a queue of tickets based on priority and impact to the customer. - Recommend workflow changes based on pharmacy needs and recommended best practices. - Organize ideas, updates, and resolutions in a manner appropriate to the intended audience and situation via oral and written communications with a high level of data quality. - Clearly communicate troubleshooting steps, ideas, workflow steps, and processes to end users. - Build customer relationships through providing superior customer service. - Document all job functions using Siebel with a high level of data quality. - Proactively monitor systems for performance and connectivity to minimize or eliminate downtime. - Coordinate support for onsite field technicians and shipment of parts to sites. - All candidates must possess a valid driver’s license and be willing to travel by air for work-related duties if located outside the area. - Perform other duties as assigned by a supervisor or manager. Qualifications - An associate degree in computer science or a related field is preferred. - 3+ years experience with Windows OS (Windows7/10 Server 2012/2016), networking, software, and hardware troubleshooting. - Advanced knowledge of desktop and peripheral hardware troubleshooting. - Experience supporting proprietary software applications. - Proficiency with remote support tools such as BOMGAR, PCAnywhere, SecureLink, or Windows Remote Desktop, etc. - Working knowledge of connectivity and networking concepts. - Intermediate knowledge of SQL databases and query syntax. - Experience using help desk ticketing systems (Oracle, Siebel, or other CRM systems). - Experience with SLA-driven resolution environments. - Efficient typing skills are a must; candidate must be able to type 50 WPM. - Positive attitude, drive, and tenacity. - Ability to thrive in a position supporting a constantly evolving and growing industry. - Excellent written and verbal communication skills. - Ability to multitask with varying priorities, while still maintaining a high attention to detail. - Exemplary attendance, reliability and punctuality. - Outstanding customer service skills. - Strong problem-solving and analytical skills. Preferred Skills - Knowledge of healthcare or pharmaceutical industry emphasis in outpatient pharmacy practice. - Experience working with inventory suppliers to place orders. - IT Certification (A+, MCITP Windows OS, Network +, etc.). - Pharmacy operations knowledge. Remote Work Requirements - Must have high-speed reliable internet access with a hard-wired connection. - Must have a distraction free home office workspace. - Must be willing to participate in video virtual meetings (camera on). Compensation and Benefits - The compensation range for this role has been established at $24.00 - $27.00 hourly. - Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs. - Well-being: Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services. Employment Conditions - It is ScriptPro's policy to run a comprehensive background check post job offer and you must be able to obtain Department of Defense security clearance after date of hire. - This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI). - Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices. Working Conditions - Requires routine use of standard equipment and extended computer use. - Candidates must be able to sit, use hands and fingers, and occasionally lift, stoop, bend, and reach. - Problem-solving, practical learning, and instruction interpretation skills are essential.