• You will drive key retention and engagement metrics by identifying and launching high-value features that align with our Q3/Q4 business goals. • You will act as a "product therapist" for the business, working with various Business Owners to maximize the use of our existing feature set to solve immediate problems. • You will lead the discovery process to separate the "nice-to-haves" from the "must-haves." • You will manage the delicate balance of stakeholder expectations, providing clear roadmaps and technical feasibility assessments.

• Ensure that leads are routed, scheduled, documented and reconciled accurately. • Drive speed-to-lead, data integrity, reporting accuracy, and cross-functional alignment. • Answer inbound lead calls • Route leads to appropriate reps within defined SLA • Ensure accurate customer information collection • Create and maintain customer records • Transfer Customer to ISR Team, OSR Team, or office • Schedule Quotables (Field Leads)

• Provides highest level customer support by resolving escalated customer complaints/questions. • Processes highest volume of inbound calls and other correspondence. • Negotiates alternative options for warranty with manufactures on behalf of the customer. • Identifies product trends and communicates concerns to quality team. • Collaborates with stores, merchandising and other operations departments to quickly solve issues. • Processes subcontractor invoices.? Identifies and corrects discrepancies. • Schedules service appointments. • Prepares reports regarding warranty and repair service using Storis and Company Intranet systems as well as several web-based systems. • Communicates with internal and external personnel in a professional and timely manner. • Maintains accurate files and processes in order to maximize productivity. • Processes open work orders in need of resolution. • Performs other support as needed. Other duties as assigned.

• Conduct tablet start sessions with caregivers via phone or video. • Schedule tablet and application trainings to troubleshoot technical difficulties. • Guide caregivers through powering on the tablet, connecting to the Internet (e.g., Wi-Fi), and completing initial device setup. • Walk caregivers through installed applications and core tablet functionality. • Confirm caregiver understanding and readiness before closing tablet start sessions. • Serve as frontline technical support for tablet hardware, software, and connectivity issues and smartphone application issues. • Troubleshoot application issues, operating system updates, login problems, and SD card functionality. • Perform device resets, reconfigurations, and basic repairs within defined protocols. • Accurately document tablet starts, support interactions, issues, and resolutions in internal systems. • Maintain device status, configuration notes, and troubleshooting outcomes.