• Onboarding new and existing customer accounts • Training customers on our onboarding & reporting tools • Supporting internal colleagues with general queries relating to our products • Updating/creating knowledge garden content (our external help desk portal with information for customers) • Updating/creating internal documentation • Working with acquirers/other teams to ensure customer solutions are compliant • Providing general support for customers using our products/services • Internal projects to help improve the customer experience • Building out internal training programs

• Responsible for interfacing with Macro Helix customers to handle a variety of 340B questions and functions in relations to 340B Architect • Receiving inbound calls, emails, and requests directly from clients or internal employees to determine root cause • Provide essential service to our internal and external clients regarding our web-based 340B Federal Government Program software • Provides high-level analytics, reporting, and other support as needed • Meet or exceed defined customer service levels to achieve targeted customer satisfaction goals

• Provide timely and effective product support to customer queries via various channels, including email, phone, and chat. • Troubleshoot and resolve product-related issues reported by customers, ensuring prompt resolution and customer satisfaction. • Diagnose and troubleshoot technical issues related to Force, including software functionality, connectivity, and user interface. • Collaborate closely with cross-functional teams, such as product management, engineering, and quality assurance, to identify and resolve product defects or enhancements. • Document and escalate complex technical issues to the appropriate internal teams for further investigation and resolution. • Support client meetings such as implementation calls, monthly client meetings, and Executive Business Reviews for enterprise accounts.

• This position is responsible for inbound and outbound contacts via an omnichannel approach to solve customer needs and expand relationships. • Provide a high-quality service experience that generates creative lead and direct selling opportunities. • Answers predominately routine inquires, resolves problems that may require deviation from standard operating procedures, and promotes new products/services to expand customer relationships. • Handles customer calls/correspondence for service, scheduling, and billing inquiries turning great service into revenue generating contacts. • Offers Home Inspection leads to all customers that qualify. • Identify the needs of current and new customers and offer products to close sells and generate revenue and commissions. • Cultivates and maintains on-going customer relationships. • Excellent verbal communication skills with ability to overcome objections and ability to de-escalate situations. • Uses computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting. • Communicates with branch personnel to resolve service and scheduling issues. • Initiates outbound customer service calls for various campaigns. • Handles incoming calls from technicians to provide support.