• Research payroll tax issues raised by internal stakeholders and customers and provide timely resolutions • Assist customers with tax related questions through inbound warm transferred phone calls and inbound customer emails • Work with internal operations team and tax agencies to obtain accurate payroll tax account information to ensure accurate and timely payroll tax filings and payments • Assist customers with identifying their payroll tax jurisdiction account information and making routine updates as needed to ensure timely filing and payment of payroll tax obligations • Review and assist employers with reconciling payroll tax liability debits/credits to their bank accounts • Identify and resolve root cause discrepancies and recommend process improvements to reduce tax issues and improve payroll tax filing efficiencies • Collaborate with customers to complete Third-Party Agent (TPA) setup • Correspond with tax agencies regarding tax notices, inquiries, tax penalty abatements/waivers and tax clearances • Assist in monthly, quarterly and annual tax filings and participate in special projects and/or other duties assigned

• Act as primary contact mainly via service desk tickets • Provide friendly, timely assistance on PlentyONE software inquiries • Log and classify tickets accurately, set priority • Resolve standard issues (how-to, login/access, known incidents) • Escalate complex issues to L2 with full documentation • Maintain proactive communication to ensure satisfaction • Contribute to knowledge base (articles, FAQs, macros) • Collect and share customer feedback with Product & Engineering

• Agents will perform services related to customer policies and procedures. • Respond to customer inquiries in the areas of fraud prevention, detection, and resolution. • Provide cross-referral services with fraud management. • Make outbound calls to health plan members to schedule In-Home Health Evaluations. • Arrange and coordinate the scheduling of the evaluations. • Answer member questions and provide support.

• Act as the main point of contact for customers actively using the product • Respond to customer inquiries in a timely and professional manner • Provide customer support via email and chat • Gain a good understanding of the product to effectively answer customer questions • Communicate with other team members to find solutions when needed • Escalate inquiries to the relevant departments when required