• Ensures exceptional customer service for our customers. • Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department. • Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary. • Responds to customer requests within the required SLA; provides follow up when needed. • Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers. • May perform additional duties relating to specific First American applications as assigned. • May train / provide guidance to less experienced team members.

• Provide Tier 3 support for a multi-component UC/web application platform (Windows Services, IIS Web Apps, SQL databases, directory integrations). • Troubleshoot complex issues across web services, authentication, AD sync processes, calendar APIs, and UC presence data. • Support integrations with Active Directory, Exchange/Office 365/Google Calendar APIs, PBX/telephony systems, and LDAP directories. • Maintain and enhance Windows-based services, including WCF service bindings, IIS configuration, certificates, and application logs. • Perform advanced diagnostics using SQL queries, Windows Event Logs, service logs, and network traces. • Assist with deployment and configuration of application components across intranet/DMZ environments. • Develop scripts (e.g., PowerShell) to automate monitoring, maintenance, and system health checks. • Collaborate with infrastructure, networking, and UC teams to ensure uptime, reliability, and seamless integrations.

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service. • Identify and troubleshoot advanced technical problems, and provide timely and effective solutions to customers. • Communicate technical solutions to non-technical customers in a clear and concise manner. • Escalate complex issues to higher-level team members as necessary. • Document customer interactions and technical issues in a customer relationship management (CRM) system. • Provide feedback on product improvements and enhancements based on customer feedback and technical issues. • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules. • Collaborate with other departments as needed to resolve customer issues. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times. • Adhere to company policies and procedures. • Meet or exceed performance targets for related KPIs. • Perform other duties as assigned.

• Provides resolution to client issues that require more in-depth knowledge of technology, platform, products and/or processes. • Interacting with trading partners as well as direct-connect payers to facilitate resolution to client issues. • Supporting the development of client support documentation as needed. • Interacting closely with other team members in Availity to provide the highest quality of customer service. • Serving as the subject matter expert and liaison between Operations, Customers, and the Availity Development team, handling more advanced technical issues as they arise. • Provides training to first level support representatives as necessary to facilitate rapid resolution of client issues.