• Provides leadership and support to the Caregivers in Customer Service. • Assists with the coordination of service for workloads and scheduling. • Interacts with internal and external partners to provide information and resolve billing and service inquiries for care provided at our Care Sites and Clinics. • Resolves escalations from patients and internal partners. • Assist with scheduling and ensuring proper coverage of functions supported. • Resolves technical and access issues encountered by Caregivers and determines when an escalation to the IT Help Desk is required.

Customer Service Representative  Location: "United States” Employment Type: “Full-time” Supporting: “Customer Care” About Us  We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else. As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do. Here's What the Job Really Looks Like You're a natural problem-solver who's good with people. You know how to listen to what someone's really asking for (not just what they're saying), and you can explain solutions in a way that makes sense. You stay calm under pressure, you're detail-oriented enough to keep information accurate, and you genuinely care about leaving customers better off than when they reached out. If that sounds like you, this role is a great fit. How You'll Make an Impact - Guide customers through questions, concerns, or challenges they encounter while using the product or service  - Listen actively to understand the root of the issue and provide clear, effective solutions  - Record detailed call information for auditing, reporting, and follow-up purposes  - Maintain and update customer records to ensure accurate and current information  - Identify opportunities to introduce customers to new or enhanced services that meet their needs  - Provide recommendations and guidance in a way that adds value and enhances the overall customer experience At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe. Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us. At Alorica, we’re all about putting our team members on a passionate, rewarding career path—and we work hard to craft an insanely great work environment for our colleagues. A place where you can be yourself. Where you can work hard and play hard. Where you can get involved in the community. And where doing the right thing—and taking care of one another—is an integral part of who we are.

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences. Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds. Game-changers, innovators, culture-lovers—and humankind. We invite discovery and debate. We recognize key moments as milestones. We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference. Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise! General Summary: The Software Support Specialist II is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with ConnectWise products. Essential Duties and Responsibilities: - Provides CW RMM support - Provides support to partners with a high attention to detail - Researches, analyzes, and documents findings - May influence others within the Services & Support team through the explanation of facts, policies, and practices - Interacts with partners to provide support via email, phone, chat, cases, and remote sessions - Maintains a knowledge base of our products and services and provides high quality support to partners during each interaction - Discusses partners’ operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies - Provides guidance and performs regular queue review for junior team members - Identifies and escalates trending issues and potential software defects to leadership and development - Acts as an escalation point for complex issues - Contributes to written articles for internal and external knowledge base - Identifies and escalates situations requiring urgent attention to appropriate teams - Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Engineering - Manages a queue of resolving support cases - Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem - Communicates new release features and improvements to our partners that better their experience Knowledge, Skills, and/or Abilities Required: - Ability to work independently on projects and processes with general supervision - Practical knowledge of applicable work area - Ability to situationally adapt and understand new technology/processes as per partner requirement - Strong customer service skills - Strong desire to help our partners and peers - Excellent written and verbal communication skills - Strong interpersonal skills and willingness to work alongside multiple cross-functional teams - Organized and strong attention to detail - Preferred: Basic understanding of IT, Professional Services, Customer Relationship Management (CRM), and Enterprise Resource Planning (ERP) markets Educational/Vocational/Previous Experience Recommendations: - Bachelor’s degree in related field or equivalent business experience - 2+ years of relevant experience - Preferred: 1+ years of experience working in a technical service-oriented position - Preferred: 1+ years troubleshooting Windows and Linux servers Working Conditions: - Remote - This is a 11 am - 8pm EST shift - 0-10% travel may be required ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.

POSITION SUMMARY: The Regional Customer Support Specialist, known internally as a Territory Manager, supports Natera’s division and provides world class service to customers consisting of medical professionals, patients and cross functional internal and external teams. This position primarily consists of working with customers and sales representatives to ensure a smooth ordering process and quick reporting of results. Requires ability to work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner. PRIMARY RESPONSIBILITIES - Respond promptly to internal and external customer inquiries. - Serve as the lead contact for accounts and Sales and document all interactions, communications, actions taken, and follow ups. - Build rapport with accounts, patients and Sales to resolve missing information in a timely manner, ensuring TAT is met. - Communicate delays and cancellations to customers and help facilitate redraw of samples as needed. - Deals directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution. - Familiarity with all oncology tests performed by Natera, including samples needed, TAT to results, all required patient health information, proper completion of request forms, and required waivers. - Special projects and other duties may be assigned to meet business needs. - This role works with PHI on a regular basis both in paper and electronic form and have an access to various technologies to access PHI (paper and electronic) in order to perform the job. - Must maintain a current status on Natera training requirements. QUALIFICATIONS - Two year degree and/or 2-5 years of related experience, undergraduate degree preferred. - Skilled specialist, completes tasks in a resourceful and efficient manner. - Advanced professional growth education. - Must complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training and security training as soon as possible but not later than the first 30 days of hire. KNOWLEDGE, SKILLS, AND ABILITIES - Excellence in de-escalating customer behavior. - Excellent organizational skills and ability to balance multiple client needs and internal stakeholders. - Problem analysis and problem solving skills. - Adaptability to change and self-starter. - Knowledge of customer service principles and practices. - Experience in both phone and written customer support. - Knowledge of administrative procedures and protocols. - Knowledge of numeric, oral, and written language applications. - Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar. - Excellence in attention to detail and critical thinking. - Adaptability to change and self-starter. - Ability to maintain professionalism during highly escalated situations Preferred Skills and Experience - Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud based call center functionalities. - Problem analysis and problem solving. - Data collection and maintenance. - Bilingual is a plus. OUR OPPORTUNITY Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management. WHAT WE OFFER Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program! For more information, visit www.natera.com. Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws. If you are based in California, we encourage you to read this important information for California residents. Link: https://www.natera.com/notice-of-data-collection-california-residents/ Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes. For more information: - BBB announcement on job scams - FBI Cyber Crime resource page