• Respond to client emails in clear, professional English (AI-assisted but human-reviewed) • Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications • Develop strong contextual awareness of platform workflows, data flows, and business logic • Identify whether an issue is user error, configuration issue, data problem, or system defect • Execute basic corrective actions when possible (data validation, configuration checks, structured guidance) • Escalate structured, well-documented tickets to the development team when required • Raise change requests based on recurring client feedback • Detect potential bugs, inconsistencies, or edge cases from client reports • Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis

• Track, manage, and resolve support tickets independently, ensuring timely communication and follow-through to completion. • Monitor and respond promptly to ticketing queues, escalations, and support emails. • Diagnose and troubleshoot complex issues using SQL queries, log files, traces, source code, and system infrastructure. • Deep dive into databases, source code, and system logs to identify and resolve root causes. • Develop and implement solutions that prevent recurring issues and improve product stability. • Continuously expand knowledge of Bold Group products and related technologies. • Document step-by-step processes, technical solutions, and clear ticket updates for both internal teams and customers. • Provide professional, empathetic support, even in challenging situations. • Act as the customer’s advocate, representing their voice within Bold Group. • Show initiative by taking ownership of complex or unfamiliar issues. • Balance multiple priorities and adapt quickly to changing workloads. • Participate in an on-call rotation within a 24/7 environment.

• Participate in complete software product lifecycle encompassing requirements analysis, prototyping, architecture, design, development, testing and deployment • Development using Object Oriented Programming and Design Patterns. • Cloud focus development (Containerization). • Solve complex software system issues. • Troubleshooting design flaws and system bottlenecks. • Assisting the software design team with application integration • Support and troubleshoot system performance test findings. • Independently troubleshoot problems and identify the likely root causes for Sev1/Sev2 production issues • Test-Driven Development (TDD) or Behavior Driven Development (BDD) • Data Model design and implementation for solutions from high level requirement • Provide technical guidance and engineering best practices within development teams • Develop Micro services. • Effectively work with remote technical leaders in designs and developing robust solutions. • Proactive in identifying and escalating potential risks and impediments and coming up with alternative solutions • Owning and promoting the product releases to the production.

- Job Requirement is to operate and utilize tools required to complete duties assigned: general computer use and operations and office skills necessary to complete assigned tasks, properly. - Control and oversee cases are properly dispatched and completed, picked up and processed, according to all policies and procedures. - Review, organize, and distribute all cases using common knowledge of coverage areas. - Ability to conduct full tracking skills and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis. Must control full completion of all work assignments that are given, also providing assistance to assure completion, where needed, to provide excellent service to our facilities. - Completes preparation of daily work assignments, and continues communication throughout the shift, tracking and possible re-routing, if necessary. - Work cooperatively and fully communicate verbally with Area/ Regional Management, Logging area, Stat Tracking, Customer Service, Call Center, etc., to ensure case completion, throughout entire shift. - Dispatcher will accommodate various facility special requests, honor high priority facility orders, expedite urgent cases conducting constant follow up, and maintain a positive attitude to connecting parties to ensure excellent customer service is being provided. - Must be able to provide detailed written documentation of issues that occur, throughout the shift. It may be necessary to conduct mild investigations of situations, or conduct trouble shooting, or oversee an immediate handling of an unexpected problem. The Dispatcher must do whatever it takes to provide productive and efficient services to satisfy our customers and facilities. - Notifies Dispatch Manager of any issues that are difficult to control, immediately. - Identifies and pursues self-improvement needs, adapt to changes when proposed. - Perform other duties as assigned, help out when attendance issues arise within the office, maintaining positive attitude during crisis and engaging in daily teamwork with minimal encouragement. Dispatch is responsible for help in decreasing high levels of stress. - Full assistance of high-volume important phone calls, from our facilities, phlebotomists, in house calls requesting dispatch assistance, employees out-in-the-field allowing others to complete their tasks and handle their required duties, as well. REQUIRED SKILLS: - Must have a High School Diploma- or equivalent. - Prefer dispatch experience, some medical terminology helpful. - Must pass a drug screen and criminal background check. - Must have ability to organize and control multiple tasks at one time, in a fast paced- high volume Laboratory Dispatch Office setting. - Must have ability to handle large volumes of telephone assistance with various departments and connecting personnel. Must also be able handle a large volume of the personnel out-in-the-field. - Must be trustworthy and able to work well without total supervision. - Must have knowledge of general area logistics and be able to distinguish various locations and have the ability to utilize various tracking tools that are available to control decisions with minimal confusion. - Must be self-motivated, dependable and competent.