Role Description Payment/Hardware Support Specialist: Tier 2 provides advanced technical support to Client's Payments merchants and internal business units, serving as a key escalation point for complex hardware, connectivity, and payment processing issues. This role works directly with customers during U.S. business hours, applying deeper technical expertise to diagnose issues, identify root causes, and determine when involvement from development or payment integration teams is required. - Provide advanced technical support to merchants and business units via phone, email, chat, and remote sessions, with a focus on complex or escalated issues. - Perform in-depth troubleshooting of credit card terminals, POS systems, and payment gateway–related issues, including authorization, settlement, batching, and funding concerns. - Identify when issues require escalation and effectively collaborate with development, payment integration, or vendor partners to drive resolution. - Maintain thorough, high-quality case documentation, including technical findings, troubleshooting steps, and escalation details. - Gain and maintain a deep understanding of the Clients payments gateway, associated tools, and transaction workflows to support accurate diagnosis and resolution. - Serve as a subject-matter resource for Tier 1 agents by providing guidance, best practices, and feedback on recurring or complex issues. - Contribute to the creation and improvement of technical documentation, knowledge base articles, and troubleshooting procedures based on real-world case experience. Qualifications - Excellent English communication skills, both written and verbal. - Strong experience supporting credit card terminals, POS systems, and payment hardware. - Solid understanding of payment processing flows, including authorization, settlement, batching, and funding. - Ability to analyze complex technical issues and determine appropriate escalation paths. - Clear, professional written and verbal communication skills when interacting with merchants, business units, and technical teams. - Proficiency with Office Suite, Google Sheets, Excel, and internal knowledge bases. - Proven ability to work independently while collaborating effectively with cross-functional teams. - Willingness to work afternoon shifts (2 pm - 10 pm, Tuesday to Sunday). Benefits - A remote work model. - Paid training. - Opportunity to work with a dynamic, fast-growing team. - Private health insurance. - Benefit package available to all our employees (day off for a birthday, discounts with our partners from different industries).

• Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support. • Take customer calls, emails and chats as assigned and respond to customer requests in a timely and accurate manner. • Participate in after-hours on-call rotation as needed. • Manage (triage) incoming requests from both internal and external parties. • Effectively troubleshoot requests that are unclear or do not include enough details. • Facilitate workflow for more complex tasks which require graphical updates and/or advanced development work. • Initiate, update, track and close tickets through work order system within standard timelines. • Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures. • Recognize, document and alert the supervisor of trends in customer calls and issues. • Recommend process improvements. • Perform additional responsibilities as assigned.

Overview Carenet Health is not authorized to hire in certain states due to internal business considerations: CA, CO, NY, NJ, NV, OR, WA, MD, RI, WV, AK, HI, CT, DE, VT, or Puerto Rico At Carenet, we foster collaboration, creativity and innovation. Our promises to our team members include empowering growth through trust, opportunity and accountability. We are looking for people who want to work with an entrepreneurial spirit and deliver market-leading performance! If you are passionate about healthcare and supporting patients with their healthcare needs, empathetic, patient focused and enjoys interacting with patients, patient representatives, providers, pharmacies and more, then this may be the position for you. Did we mention this was a remote, work from home position? Responsibilities Some of what you will be doing: - Enjoy making outbound calls and reaching out to patients, members, and customers - Outreach to patients to schedule appointments for preventative health screenings, assess for high risk or other healthcare appointments - Have a passion for helping patients make decisions that will enhance their healthcare experience - Make welcome calls and assist members and patients with benefits and insurance information - Outbound calls to conduct surveys - The best part, you will be making a difference in someone’s life! How to thrive when working at home: - Safety - Choose a consistent work area/office - Make your area physically safe - Stay organized - Personalize your desk! - Security - Privacy matters - Keep it quiet - remember, we are dealing with patients! - Protect your computer - Support - Communicate - We coach and focus on your performance - Quality matters - Success - Get ready for work! - Prepare yourself mentally - Use your resources - On your break, get outside once in a while Why Carenet? For more than 30 years, Carenet Health has pioneered advancements for an experience that touches all points across the healthcare consumer journey. In fact, we interact with 1 in 3 Americans every day, delivering positive healthcare experiences and improving outcomes. From best-in-class clinical expertise to personalized and automated solutions, we integrate the power of human touch with data-driven technology in our mission to make healthcare better for all. . Qualifications We want you to be successful, so these are some of the qualifications required: - High School Diploma or General Education Degree (GED) required - this will be verified during background check - Strong computer experience (data entry, screen navigation, keyboarding), - Experience with Microsoft Outlook (email) and Word - Excellent customer service skills - Ability to adhere to daily schedules and duties - Excellent oral and written communication skills - Excellent demonstration of caring and compassion - Able to provide 2 monitors at least 22 inches with HDMI and Display ports Compensation & Benefits At Carenet Health, we value the expertise and dedication of our team members, and we are committed to offering an appealing compensation package. The wage for the Healthcare Customer Service Rep is $15.00 per hour. In addition, we offer a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) plan with company match, paid time off (PTO) and holidays, flexible spending accounts (FSAs), employee wellness programs, and career development opportunities. Additional Information Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination. Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal. Req#: 5237 #INDNONC

📈 Who We Are: We are rebuilding the energy transaction, making it transparent and fair. Our goal is to put power back where it belongs, in the hands of customers and to take on one of the most critical problems of our century, access to low cost electricity. tem exists to fix a broken global energy market that’s long favoured legacy operators, intermediaries, and opaque pricing. Today’s electricity system was not designed for rapid decarbonisation, AI-driven efficiency or fair access for the actual users - businesses and generators. We’ve built the first AI native transaction infrastructure to reinvent how electricity is bought, sold and priced. Our technology is designed to cut out the inefficient fees, automate complex market flows, and bring transparency and fairness to energy transactions at scale. In late 2025, after extraordinary growth, we closed a $75 million Series B - led by Lightspeed Venture Partners with participation from Albion, Atomico, Allianz, Hitachi Ventures,, Hitachi Ventures, Schroders Capital and others - positioning us for global expansion, deeper product innovation and category leadership. We’re scaling internationally and building toward a future where AI-driven infrastructure is foundational to electricity markets worldwide. Since launch, our modern utility product, known as RED, has already facilitated thousands of business customers and billions in energy transaction value, proving that modern software and AI can transform an industry built on legacy systems. At tem, we’re not just building another energy company, we’re rearchitecting market infrastructure so that transparency, efficiency and sustainability become the default, not the exception. At tem, everyone works in either an Engine or a Service. Engines are cross-functional teams focused on one part of the customer journey, and they own results from start to finish. Each Engine is responsible for improving a clear measure of success. Services are specialist teams that build shared tools and expertise, and they support Engines when needed. This setup helps us stay focused, move faster, and make it clear how each role contributes to the success of the business. The role We're looking for an Operations Lead for our Onboarding and Service cross-functional team. This is a role for someone who thinks in systems, spots gaps before they become problems, and is as comfortable designing a new process as they are getting stuck in to resolve an urgent operational issue. You'll set the strategy for CX operations, define the standards, and make sure the system runs reliably and scales well. What you'll do Systems, tools and automation - Act as the operational backbone, maintaining and monitoring core workflows and systems so they are reliable, well-documented, and built to scale. - Build and improve operational automations that route work intelligently, reduce manual effort, and align with business logic. - Define triage protocols so customer queries are routed and resolved efficiently. Own the resolution of key operational issues, including hands-on support when needed. Process design and operational quality - Work closely with the CX Lead to scope, develop, and continuously improve the operational processes that underpin customer experience at tem, translating CX strategy into a reliable, documented, and scalable operating system. - Liaise across teams at tem to ensure operational processes are understood, joined up, and designed to scale, bringing coherence to how work flows across the business. - Track and analyse customer issues to identify patterns, bottlenecks, and repeat offenders. Partner with Product to remove recurring friction and prepare CX for scale. - Identify gaps in the operating system and make clear, well-reasoned decisions about how and when to fill them, balancing short-term fixes with long-term architecture. - Make hard prioritisation and trade-off calls aligned with tem's North Star and goals. Cross-functional partnerships - Partner with Product, Engineering, and Product Marketing to scope and QA internal and customer-facing releases, bringing an operational lens to everything. - Liaise with other Ops leads as our agentic layer is built out, striking the right balance between automated and human CX structures and systems. People, knowledge and communication - Mentor and guide junior Operations team members, supporting their growth without doing the work for them. - Ensure knowledge is shared and processes are documented so the team can operate without single points of failure. - Communicate clearly and proactively with stakeholders across all levels keeping the right people informed without creating noise. What we're looking for - A background in Support Operations or CX Operations you understand how these functions work, what breaks them, and how to make them excellent. - Someone who owns strategy and executes you're not here to think out loud and delegate. You'll roll your sleeves up. - Strong systems thinking: you see the long-term shape of things, understand sequencing, and can make clear tradeoff decisions. - Hands-on experience with CX platforms (Intercom or similar), automation tooling (n8n, Retool, or equivalent) and CRM tools (HubSpot or similar) - Confidence with CRM tools, ideally HubSpot. - Clear, direct communication skills written and verbal with the ability to document processes in a way that others can actually use. - Comfortable working with technical teams and holding your own in conversations about tooling, automation, and agentic systems. - Someone who spots gaps, takes ownership, and doesn't wait to be asked. Benefits and Perks - Salary aligned to internal benchmarks and reviewed twice a year. - Stock options so everyone has ownership in our mission. - 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off. - Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons. - Home working and wellbeing budgets: - Up to £1,200 or €1,200 per year for your remote setup. - Up to £150 or €150 per month for wellbeing. Interview Process We move fast. Most processes take 2 to 3 weeks from first chat to offer. If you need us to adapt anything, let us know. - Intro call with Talent, 30 minutes. - Hiring Manager interview, 60 minutes. - Skills interview with the People team, 60 to 90 minutes, including a practical exercise review. - Bar raiser with our founders, 45 minutes. We welcome applications from people of all backgrounds, experiences, and identities, including those that are traditionally underrepresented in the tech and energy sectors. If you’re excited about this role but not sure you meet every requirement, we’d still love to hear from you. Your unique perspective could be exactly what we’re looking for.