• Provide MIP Accounting application support to clerks, auditors, staff accountants, CFOs, payroll and HR staff. • Provide timely responses to customer service inquiries via product ticket system • Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution (phone/web/chat) • Collaborate with team members to provide resolutions to customer inquiries • Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes • Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue • Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores • Answer product related how to questions for new and existing customers on the product you support through phone calls, web cases and chat as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software • Able to interpret what an Accountant, CFO or Accounting Clerk is conveying and apply a consultative approach to address accounting application questions or issues • Understanding or aptitude to learn how accounting transactions flow into financial reports such as a balance sheet and/or statement of revenue and expenditures and identify report and/or transaction issues to assist with corrections.

• Answer inbound customer requests via telephone, email or chat or any additional method of inbound communication; • Ability to handle medium to high escalated technical issues without assistance; • Contact and interface for customers regarding support, customer setup, troubleshooting and problem resolution; • Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process; • Resolve technical support issues for Inovalon supported products within identified timeframes; • Document all activities with customers in CRM per defined process and procedures; • Resolve open cases within specified guidelines; • Participate in functional testing of product releases; • Identifies and suggests necessary solutions or process changes to improve efficiency; • Elevate issues following procedures timely and as appropriate, ensuring that all communications to customer and internally are completed; • Must be able to organize and manage workload efficiently and prioritize projects; • Provide assistance to team members as needed; • Ability to deescalate enterprise customers and resolve customer technical escalations; • Create knowledge articles to assist department in resolving known customer issues; • Serve as mentor to new hires within technical support; • Other duties as requested and/or determined; • Maintain compliance with Inovalon’s policies, procedures and mission statement; • Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and • Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

• Provide 24/7 technical escalation coverage to support customer-initiated incidents, service requests, and system monitoring alerts. • Triage, categorize, and prioritize incidents and requests to ensure timely and efficient resolution. • Troubleshoot technical issues, identify potential bugs, and escalate complex cases to Product, Development, or Marketing teams as appropriate. • Deliver clear technical information and guidance on product functionality, features, and best practices. • Collaborate cross-functionally to improve incident response processes and enhance overall customer experience. • Maintain accurate documentation of incidents, resolutions, and escalation paths in support systems. • Proactively monitor system performance and highlight areas for optimization or risk mitigation.

• Working closely with the wider Regional Team, INEOS Grenadier Retailers, Customers in Region and Global technical team, the **Technical Support Engineer** will be responsible for day to day vehicle support, from a Technical Service Engineering perspective, whilst ensuring the vehicle uptime remains the key focus partners are enabled to support customers in the very best way. • This role will ensure that the Customer remains at the centre of all the aspects required. • This role will be critical in ensuring Grenadier customers, both internal and external have both a route of communication for their concerns and confidence that a resolution will be forthcoming, and that they are not going to be forgotten. We will need to be people of our word, and we will operate a strong ‘Can do – Will do’ culture. • The role requires a very strong technical knowledge & appreciation of Automotive engineering & manufacturing processes and disciplines, as well as a keen awareness of customer focused solutions within an aftersales environment. • Strong customer focus will be key in this new and developing role to ensure key objectives with customers, workshop partners and product quality are achieved. • Work closely with the Aftersales team and the Technical Service Engineering team to implement processes and structures across inter divisional and wider Ineos Automotive teams. • Undertake field visits to retailers and customers, support press/special events in region, often with short notice and in accordance with internal processes. • Undertake INEOS plant visits when required. Develop a good working relationship with the assembly plant in Hambach. • Analysis of root cause issues to identify opportunities to enhance quality whilst reducing claims and repairs in close collaboration with technical services team. • Liaison with head office technical team, identifying risks, improvements, and enhancements to both the vehicle and customer experience. • Provide alternative support options to customers where there is no network coverage and make recommendations where network shortages are identified. • Assisting workshops with the efficient process of repair with a ‘fix once, fix first’ approach. • Contribute to team meetings and reviews and undertake critiques to enhance performance. • Take part in operational reviews with the wider Aftersales team, bi-annually, and offer ‘fresh eyes’ perspective for internal process paths. • Work alongside the Call Centre team to ensure all customers are contacted post repair, and to ensure total satisfaction is achieved. • Offering direct support to non Ineos repairers both from partner networks and independents. • Offer fleet support to Fleet Managers and Fleet operators and deal directly with fleet customers. • To work extremely closely with the aftersales team and wider business in technical, parts and warranty process issues, to ensure continuous improvement remains central to the role. • Review Technical Service publications, training & support documents and packages, and highlight areas of improvement or enhancement as necessary. • Participate in technical reviews for Diagnostic equipment & reports and operational equipment & Tooling systems to optimise current capability and make provision for future proving. • Participate in developing ongoing vehicle product requirements from an early door’s perspective, ensuring the customers concerns are understood at the concept & design stages. • Participate in both short and long-term service fix development, report to Regional Head of Customer Service and Technical Service Engineering team and ensure the root cause is corrected in engineering via an appropriate process and permanent corrective action is undertaken. • Liaise with suppliers and develop good working relationships with them to constantly enhance the customer service experience and ensure speedy response and repair solutions are achieved.