• Acts as first point of contact for assistance via phone, e-mail, chat, or customer service systems. • Cultivates an extensive understanding of the product • Gathers information from customers to efficiently diagnose and understand issues • Leverages exceptional customer service skills to deliver outstanding service to clients. • Escalates more complex or unique issues to senior staff • Follows up with customers accordingly to ensure transparent communication • Documents detailed support requests and customer interactions accurately and thoroughly • Proactively identifies when a customer is at risk and follows the adequate process • Leverages AI tools to enhance workflow efficiency, automate repetitive tasks, and drive accurate case resolution

• Serves as a key member of the Adult Autism Support Center team, providing direct support to adults with Autism Spectrum Disorder (ASD) and their families throughout the Northeast Region. • Facilitates access to services, resources, and community engagement opportunities that promote independence and quality of life. • Serves as the primary point of contact for adults with autism within the assigned area. • Provides information and referrals to individuals and families, including mental health resources related to ASD. • Designs and delivers individualized social skills curriculum covering topics such as online safety, money management, relationships, workplace success, and healthy living. • Develops outreach materials and conducts community engagement efforts. • Collaborates with community organizations and internal departments to create personalized social experiences and integrate individuals into group activities. • Organizes speakers, workshops, and educational events for adults with autism and their families. • Works collaboratively with the Adult Autism Support Center team to ensure comprehensive service coverage across the Northeast Region.

• Outbound Calls: Reach out to clients who’ve expressed interest in our products, offering them valuable information and support. • Inbound Calls: Answer incoming calls from clients, addressing their questions and providing top-notch customer service. • Client Assistance: Help clients navigate our product offerings, clearly explaining the features and benefits tailored to their needs. • Record Keeping: Keep detailed and accurate records of client interactions in our system. • Customer Satisfaction: Strive to exceed client expectations, ensuring every interaction leaves them feeling valued and satisfied.

• Monitor customer networks, applications, and infrastructure components to ensure operational stability. • Identify gaps in operational monitoring protocols and platforms and contribute to the creation of automated and practical solutions. • Document all support events in the ticketing system in a timely manner, ensuring effective incident review and knowledge base utilization. • Provide clear and concise communication, documentation, and severity trending for incidents. • Create and maintain documentation of operational processes related to customer networks and infrastructure to conform to audit requirements. • Troubleshoot and resolve Tier 1/2 issues for customer infrastructure and networks. • Ensure accurate triage, categorization, documentation, prioritization, escalation, routing, tracking, monitoring, transfers, and data integrity of all applicable tickets. • Interface with engineers via telephone calls, chat, and other means of communication. • Interact with systems engineering, security engineering, and network engineering teams to restore service and identify and correct core problems in customer networks and infrastructure. • Escalate tickets requiring technical support or root cause determination beyond Tier 1/2 support capabilities to higher level engineering teams for expedient resolution. • Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents related to customer networks and infrastructure. • Monitor and track the status of all submitted incidents, problems, and changes, including managing cases where they are escalated to higher levels of support for customer networks and infrastructure. • Managing end to end incident management process, including capturing status, providing customer updates, and tracking.