• Handle a large call volume while ensuring quality customer service and patient satisfaction • Follow-up on all issues not resolved during conversation with patient/guarantor • Ability to complete other related customer service duties as assigned • Answer patient calls within the guidelines of call center metric objectives • Ensure appropriate HIPAA compliance guidelines • Adhere to work schedule and follow call center phone procedures • Maintain professionalism and confidentiality

• Effectively manage company communication channels, including live chat, emails, and phone calls. • Identify and assess customers’ needs to ensure a high level of satisfaction. • Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal. • Provide timely and accurate support to clients within the specified time frame. • Maintain and update CRM records with all customer interactions and actions taken. • Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation. • Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction. • Work independently as well as collaboratively in a team environment. • Adhere to standard operating procedures and company policies at all times.

About the Role Canon ITS is seeking highly skilled, professional, and customer-focused individuals to deliver exceptional technical support. As a Canon Technical Printer Support Representative I, you will efficiently receive and respond to inbound customer calls and inquiries, resolving various routine and complex technical laser printer issues in a "first call resolution strategy," escalating appropriate cases, and following up on issues to ensure timely resolution and customer satisfaction. This position offers: - Remote work style - Various scheduling options - Paid orientation and training - Benefits (medical, vision, dental, life insurance, and disability) - Company-paid holidays - Paid time off: personal, vacation, and sick time - 401(k) with company match - Employee assistance program - Tuition reimbursement - Employee discounts - Pay differentials Schedule Options: Mon - Fri | 9:00 am - 5:30 pm EST Mon - Fri | 9:15 am - 5:45 pm EST Mon - Fri | 9:30 am - 6:00 pm EST Mon - Fri | 9:45 am - 6:15 pm EST Compensation: In accordance with applicable laws, we are providing the salary range for this role: $15.00 - $15.53 per hour + shift differential and Total Care incentives Your Impact As a Canon Printer Technical Support Representative, you'll: - Provide positive and professional technical support to Canon customers via phone, email, and chat - Analyze complex laser printer issues, troubleshoot like a pro, and recommend winning solutions. - Promptly identify, research, and resolve customer inquiries using all available software and network tools - Interact with customers and team members simultaneously to expedite call resolution - Make prompt, accurate business decisions that mutually benefit the business and the customer - Document interactions and resolutions in our easy-to-use applications - Assist customers using our Total Care approach in making a purchase decision and completing their order on the Canon website About You: The Skills & Expertise You Bring - High school diploma or equivalent - Previous customer service or call center experience - Demonstrated knowledge of PC operating systems such as Windows and/or MAC - Intermediate to advanced level skills with internet navigation, instant messenger tools, and email - Keyboarding and MS Office proficiency - Ability to work independently and manage time effectively - Strong communicator with active listening skills and proficiency in English - Ability to talk, type, and solve issues simultaneously in a fast-paced virtual environment - Ability to multitask, prioritize, and navigate multiple computer programs and screens at one time - Dependable, punctual, and consistent attendance is a must for this position - A reliable high-speed internet connection and a workspace free from noise and distractions ** This position is fully remote and open to candidates residing in Florida, Georgia, Indiana, Iowa, Louisiana, New York, North Carolina, Ohio, Tennessee, and Virginia. Company Overview Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers. Statement of Policy on Equal Employment Opportunity Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canon’s policy is to: Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin. Base decisions on employment so as to further the principle of equal employment opportunity. Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities. Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin. Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting. Pay Transparency Policy Statement The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. Canon ITS is a tobacco-free work environment. Notice to Recruiting Firms/Agencies Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter. Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. To read more about employment discrimination protections under federal law, click here #CITS Workstyle Description Virtual - This position is part-time and its considered virtual. Note that work schedules and office reporting requirements may change from time to time based on business needs.

• Handle incoming phone calls and serve as the primary customer interface for inquiries • Inform and educate members, building trust and being the voice of the customer • Utilize established best practices and ongoing training to help customers navigate insurance processes