• Submit video and audio files for captioning, transcription or translation to our accessibility vendor 3PlayMedia • Review caption files and transcripts for accuracy, correcting misspellings and errors • Add caption files to videos in the Brightcove video streaming platform • Provide support to staff with inquiries regarding captioning and transcripts • Maintain captioning documentation including workflows and guidelines • Upload and catalog files to our digital archive • Use Slack and ClickUp to collaborate within and across teams • Triage customer inquiries via Salesforce during case shifts and seek resolution to inquiries from centralized support channels • Provide internal and external end-user support across channels • Troubleshoot technical issues with colleagues and end-users • Provide technical support for professional learning and community events during business hours

• Respond to incoming support calls during scheduled 8-hour shifts between 8:00 AM and 8:00 PM ET, Monday through Friday, with occasional seasonal Saturday shifts from 8:00 AM to 4:30 PM ET. • Provide support for new ITS products, with a focus on remote proctoring and high-stakes examination platforms • Respond to email and chat requests • Support on-call rotation for after-hours calls and escalations as needed • Handle ad hoc projects and tasks including maintaining our internal knowledge base • Review of ITS applications, review of HTML & SQL and evaluate technical issues

• Outreach to patients to provide encouragement, check-in on goal progress, problem solve, and provide support • Review patient status and escalate urgent matters as needed to care team providers • Document patient interactions in the patient’s medical record • Coordinate care with patient care team including therapist and prescriber • Coordinate with internal and external care team members • Conduct daily telephonic outreach based on the needs of patients

• Provide empathetic, first-class support to customers via phone and email • Manage inbound and outbound calls to service customers, respond to questions, and educate on programs like Medicare • Process, validate, and respond to inbound medical record requests • Review patient insurance claims and verify benefits • Manage multiple software applications, perform data entry, and document correspondence