Established in 1995 and rebranded to Scout in 2024, we built our foundation on planning meetings for numerous organizations within the life sciences sector (Scout Meetings).  In response to emerging industry needs, we expanded our services to include Scout Clinical, one of the top providers of clinical trial patient reimbursements and travel. Scout is recognized as a leader in our field for innovation in service, attention to detail, our stellar team members, and making the complex easier.  If this interests you, we’d love to have you join our rapidly growing team!    Position Summary:   The Product Support Analyst will provide support to our employees using our web portal. The Analyst will be responsible for answering employee questions, troubleshooting issues, and providing guidance on using the portal and its features. The Analyst collaborates closely with the development Support Team to ensure issues/requirements are well understood and support processes run efficiently. Responsibilities of this position include, but are not limited to: - Provide user support for the web portal, including answering questions and troubleshooting issues. - Stay current on portal features and guide users on functionality and best practices. - Communicate clearly and professionally with users, delivering timely and accurate responses. - Maintain accurate and detailed records of user interactions and support issues. - Collaborate closely with the development Support Team to resolve issues, manage changes, and ensure efficient support processes. - Serve as a liaison between Support and business teams to clarify tickets and share updates. - Assist business teams with gathering, writing, and producing requirements for change requests. - Facilitate Agile events/meetings and Support team performance in alignment with Agile standards. - Monitor support ticket progress and address any blockers or impediments to ensure timely delivery. - Provide product demonstration sessions for new features released by development Support team. - Complete all required initial and ongoing training within a reasonable or provided timeframe. The ideal candidate will have the following experience, skills, and knowledge:  - Bachelor's degree or equivalent experience - Experience with our web portal or similar systems is a plus. - At least 2 years of experience in a customer support and help desk role. - Knowledge of Agile methodologies and experience using Jira. - Strong knowledge of web-based tools and technology. - Must be able to troubleshoot aspects of computer components - Excellent written and verbal communication skills. - Innovative problem solver, using critical thinking to address challenges proactively - Ability to work independently and as part of a team. Scout offers a competitive compensation and benefits package that includes contributions to your HSA and 401k. Visit our website at www.scoutclinical.com or follow us on LinkedIn for other employment opportunities. WE ARE AN EQUAL OPPORTUNITY EMPLOYER

Description The TEKsystems Team Lead is responsible for assisting with the continued growth of the team. They should help motivate and support the service desk agents, ensuring that calls are dealt with promptly to the satisfaction of end-users, management, and the business. The Team Lead will work with the Supervisor/Manager to plan and manage the operational activities of the team, ensuring that the level of technical knowledge and customer service is aligned with business requirements. • Provide daily direction to the team in support of customer or management goals • Evaluate current processes or procedures and suggest methods to improve operations, efficiency, and service • Create and maintain a high-quality work environment to motivate team members • Assist with the preparation of daily reports provided to customer or management • Assist with monthly reviews and 1:1s with the team • Ensure work is equally distributed and SLAs are met daily • Handle escalations from analysts or customer management • Identify training needs for the team or specific analysts and provide coaching as needed • Perform quality checks of tickets and calls • Work with peers, escalation groups, and management to improve team relationships • Monitor and enforce adherence to policies set by management • Provide daily/monthly reports to leadership • Strong passion for customer service and helping others • Provide after-hours and on-call support as needed • Positive personality that creates a positive and encouraging environment for success • Strong passion for coaching and building up those around you to be their best • Strong passion for open communication for giving and seeking feedback • Other Duties as assigned Additional Skills & Qualifications • Proven leadership skills • Effective communication skills (written and oral) • Ability to develop and motivate a team • Proven ability to work within a team • Understanding of excellent quality of work • Proven adherence to current company policy • At least 1-2 years of experience in a Service Desk environment or equivalent work experience Job Type & LocationThis is a Permanent position based out of Grapevine, TX. Pay and BenefitsThe pay range for this position is $45760.00 - $58240.00/yr. We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Our full-time, internal employment benefits include the following: • Medical, Dental, and Vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life and AD&D for employee and dependents) • Short and Long-Term Disability • Health Spending Account (HSA) • Transportation Benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Apr 3, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About the Technical Support Agent The Technical Support Agent is responsible for diagnosis, troubleshooting, escalating to the engineering team, and handling escalations from the tech support team. The areas of technical support for our wireless and Power Over Ethernet camera systems span the typical connectivity troubleshooting, power management, and system updates to more complex issues such as advanced VPN, custom network configurations, and advanced support for our installer partners. The technical support channels include phone calls, messaging platforms, and helping customers diagnose technical issues via Zoom or other video chat. They cover the entire customer lifecycle from out-of-box requirements to initial installation to daily troubleshooting. Responsibilities: - Handling customer technical support cases through telephone, webchat and email submission - Evaluating networking system and security systems through assessing compatibility of hardware with existing programs - Troubleshooting networks, switches, routers, and network performance issues. - Maintain client confidence by keeping their information confidential - Update CRM tickets and manage escalations to the engineering team - Account maintenance of Deep Sentinel Customers. Including scheduled health checks and developing relationships with key clients. Serve as a liaison and act as an advocate for the customer between the customer and Deep Sentinel. - Evening and Weekend availability is required Qualifications: - 3+ years of tech support experience - Experience with remote troubleshooting - Experience with HubSpot or similar CRM - Help desk/Technical: 3 years - 1 year experience with Power Over Ethernet (POE) Preferred: - 3+ years of experience with advanced networking concepts: IPv4, IPv6, WiFi 2.4ghz and 5GHz, VPN, POE - Experience with Linux-based operating systems Compensation: - Earn up to ₱65,000 ------------- All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law. Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours. All information will be kept confidential according to EEO guidelines. Privacy Notice & Consent We value your privacy. By submitting your information through this form, you are applying for a position at Genfinity Philippines, Inc. and voluntarily providing personal information, including your name, contact details, and resume. This information will be collected and processed solely for recruitment purposes, including evaluating your qualifications, assessing your skills, verifying your background, and contacting you about your application. Your personal data will be processed in accordance with the Data Privacy Act of 2012. You have the right to access, correct, or withdraw your data at any time. For more information, please refer to our Privacy Policy or contact our Data Protection Team at dpo@genfinity.net . By submitting this form, I acknowledge that I have read and understood the above Privacy Notice and hereby give my free, informed, and voluntary consent to the collection and processing of my personal information by Genfinity Philippines, Inc. for recruitment purposes.

• Diagnose and resolve advanced platform issues; • Provide clear, prompt, and efficient support to users; • Log incidents in detail, contributing to the knowledge base; • Report bugs, validate fixes, and coordinate with technical teams; • Identify patterns, improvement opportunities, and preventive actions; • Support the team's growth and promote customer service best practices.