• Respond to and resolve second-level technical tickets (hardware, software, networking, and operating systems). • Provide support for physical and virtual servers (Windows Server, Linux, virtualization – Proxmox, VMware). • Maintain and configure firewalls (FortiGate, Sophos, among others). • Execute backup and restore routines (preferably using Veeam). • Support and guide the Level 1 support team (L1). • Document procedures, solutions, and incidents in the ticketing system. • Participate in IT infrastructure improvement projects. • Assist in the maintenance of email hosting systems (e.g., WHM, Postfix, Exim, Dovecot).

• Deliver high-quality support to customers of our SaaS product • Communicate and respond to varied technical business solutions to customers in a team environment, using our shared inbox tool to assist with customer inquiries • Resolve customer inquiries in a timely manner using full understanding of the product value, functions, features, and customer’s business needs • Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions • Empower customers to self-serve and help users navigate our on-demand success resources • Work collaboratively across teams — Customer, Marketing, Product, and Tech — to solve complex problems • Provide customer support via multiple channels including chat, and video calls

• Develop a comprehensive understanding of our legal tech solutions, staying up to date with new features and updates, and sharing this knowledge with clients to optimize their experience. • Gain knowledge about our clients, who are primarily law firms and legal professionals, and obtain a deep understanding of their unique needs. • Understand and learn how to use our client success tools, including Salesforce, Dialpad, and our own services to track and update client orders. • Handle and resolve customer concerns and issues promptly, ensuring a high level of customer satisfaction and retention. • Provide top-notch technical support to clients, including troubleshooting software issues, answering inquiries, and guiding them through the effective use of our products. • Track cases through to resolution. Escalate cases to other departments or technical leads as required. • Maintain accurate and detailed records of client interactions and support requests. • Act as the voice of the customer by collecting feedback, suggestions, and pain points to help improve our products and services continually. • Participate in regular performance and development meetings with your direct manager. Track and be responsive to your KPI’s, which will include average handling time, contacts per day, and customer satisfaction scores. • Assist with any, and all task to ensure customer satisfaction. • Contribute to the success of the team and the company. • Able to work collaboratively and cross-functionally with different departments.

• efficiently and professionally handle daily administrative activities within the COB and DM departments to assist the audit to meet and exceed client expectations. • work under the direct supervision of a Team Lead and/or Manager, providing a valuable learning experience and growth opportunities. • Collaborates with all levels and members of the COB & DM auditing team to provide diverse support and task-based assignments, contributing to the achievement of business objectives and goals for the calendar year. • Communicates directly with Medicare, Insurance companies, Providers, and/or Employer groups to obtain pertinent member eligibility details that will impact the correct order of member liability. • Enters accurate member, group, and claim information into Cotiviti tools (Recovery Management Systems, SharePoint, COB Tracker, Client Systems). • Ensures confidentiality and security of all data, adhering to all HIPAA (Health Insurance Portability and Accountability) laws and requirements. • Demonstrates the skills, knowledge, and ability to ensure that our environment is a safe one, complying with industry standards. • Demonstrates understanding of Cotiviti policies & procedures, and external regulatory requirements and performs duties in accordance with such regulatory requirements. • Meet or exceeds standards for productivity and quality as identified by guidelines as set forth by the Team Lead and/or Manager.