• Provide Tier 2 technical support to existing customers of Imagine Communications • Resolve or escalate customer issues using technical ability and knowledge • Troubleshoot, analyze, debug, and resolve client-reported issues on mission-critical complex solutions • Provide training or instruction to clients • Work closely with a professional team of support engineers • Document support cases with troubleshooting details and resolution information • Work with customers to capture traces, gather screenshots and user shadow sessions • Provide frequent progress updates to clients on defects and open support requests • Independently follow up on backlog and ensure aged cases are updated • Clearly escalate issues to the appropriate functional group • Use internal knowledge base to assist with troubleshooting

• Respond to customers' requests for IT technical services, answering questions on the function and use of products within a call center environment. • Screen and handle calls as appropriate. • Type and enter information into a database while a customer is speaking. • Recognize research, isolate, and resolve information system problems. • Recognize customer problems that should be escalated to the next level for resolution following established protocols. • Demonstrate quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction. • Maintain appropriate records and prepare reports as required. • Performs other duties and tasks as assigned by the Team Lead.

Role Description - Proactively grow the specialty pharmacy patient population by identifying patients that are eligible to fill with a Shields Partner Pharmacy. - Complete patient benefits investigations. - Protect Shields values by keeping information confidential. - Perform benefits investigation. - Utilize multiple approved tools to identify insurance coverage. - Research within patients' medical records for current medication regimen. - Complete benefits investigation with approved Pharmacy Dispensing Systems. - Document clearly and concisely all outcomes of benefits investigation in documentation tool. - Collaborate with team members to provide an integrated approach of quality patient care. - Apply observations and recommendations to operational issues, increased productivity, quality, and customer-service standards. - Identify trends, resolve problems; recommend improvements; implement change. - Actively participate in process improvement initiatives. - Act as a value-added business partner to stakeholders throughout the organization. - Protect organization's values by keeping information confidential. - Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. - Other duties as assigned. Qualifications - Strong computer skills and the ability to quickly learn to navigate Electronic Medical Records (EMR) and Pharmacy Dispensing Systems (PDS). - Very organized, self-motivated with attention to detail. - Great interpersonal skills, high integrity, and dependability. - Energetic and highly motivated team player with a willingness to do whatever is necessary for the betterment of the company. - Discretion and confidentiality are essential as position deals with highly sensitive and private data. Requirements - Nationally certified pharmacy technicians from PTCB or equivalent is strongly preferred but not required. - State license is required; dependent on hospital placement, you may be required to become state certified. - Commit to obtaining the required licensure within a mutually agreed upon timeframe if licensure needs to be obtained. - Continued employment is contingent upon meeting these requirements. - 0-1 years' experience as a Pharmacy Technician. - High school diploma or GED required. Company Description Shields Health Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Join Storyblok's Support team as a Technical Support Engineer II, where you'll excel in handling escalated tickets and troubleshooting intricate issues independently • Manage cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the development team • Meet or exceed customer expectations on response quality and SLA within our ticketing platform and live chat • Educate customers on product features, functionalities, and best practices • Maintain a positive, empathetic, and professional attitude in all customer interactions • Collaborate with tech support, sales representatives, and partner account managers to resolve issues efficiently and effectively • Contribute to identifying inefficiencies in support processes and suggest improvements to enhance productivity and customer satisfaction • Assist in training the Technical Support Engineer I and provide mentorship as needed • Handle customer escalations from Technical Support Engineer I, addressing concerns promptly and professionally to ensure customer satisfaction • Participate in customer video calls when appropriate to troubleshoot complex technical issues live, helping reduce back-and-forth communication and speed up resolution for high-priority or advanced customer cases