• Handle customer queries via voice/chat/email • Deliver resolution within defined SLAs • Maintain accurate records in CRM systems • Adapt to domestic or international customer requirements • Use AI tools to enhance efficiency and response quality

• Manage customer interactions across domestic and international processes • Deliver consistent, high-quality customer experience while adapting to changing tools and workflows • Handle inbound/outbound customer interactions via voice, chat, and email • Deliver first-contact resolution while maintaining quality and compliance standards • Understand customer concerns and provide accurate, timely solutions • Work with internal teams to escalate and resolve complex queries • Maintain proper documentation of customer interactions in CRM/tools • Adhere to defined SLAs, KPIs, and quality benchmarks

• Manage live chat and support channels, ensuring fast and accurate responses • Resolve client queries efficiently while maintaining a high standard of communication • Escalate complex issues to the appropriate teams when needed • Maintain professionalism and empathy in all client interactions • Identify and troubleshoot client issues across platform usage, onboarding, and workflows • Handle support tickets and follow through until resolution • Flag recurring issues or bugs to internal teams • Follow and utilize internal documentation and SOPs effectively • Contribute to improving FAQs and knowledge base content • Document new solutions and recurring fixes to support team scalability • Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk) • Support internal teams with insights on client feedback and common pain points • Ensure adherence to SLAs (response time, resolution time, quality standards)

Role Description This position is responsible for overseeing the End-User Computing (EUC) Support team in their assigned region, as well as providing technical support. Participates in and leads the work of subordinates. This role requires periodic travel to company offices and operational sites as needed to support team activities and business needs. Job Roles and Responsibilities - Provide technical support leadership for assigned region and for EUC Technicians assigned to that region, and across other regions as required. - Work with EUC Support & Engineering Manager in maintaining set Service Level Agreement and reduce client complaints and concerns. - Enforce all policies and procedures that have been set forth by the IT department and ensure standards are being followed and goals are being met. - Maintain support availability scheduling for offices in assigned region, and other regions as required. - Manage the ServiceNow EUC Support queue to ensure ticket resolutions are met to department specifications. - Lead EUC Support projects working with a variety of internal groups and vendors. Identify, prioritize, and drive resolution of projects, relevant problems, risks and issues. - Create and maintain EUC Support department procedures and end-user instructions as required and in accordance with department standard operating procedures. - Supervise and manage EUC Support Technicians, which includes setting goals, developing processes, and providing guidance and constructive performance assessment. - Ensure skillset of regional EUC Technicians are maintained and developed. - Select, develop, and evaluate staff to ensure the efficient operation of department. - Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies. - Collaborate, coordinate, and communicate across disciplines and departments. - Ensure compliance with HIPAA regulations and requirements. - Demonstrate Company’s Core Competencies and values held within. Please note due to the exposure of PHI sensitive data – this role is considered to be a High Risk and Privileged Role. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary. Qualifications - Minimum bachelor’s degree or Technical School degree, or five years of related experience. - Minimum 5 years’ technical experience, preferably in an EUC Support environment. - Knowledge of PC and network troubleshooting. - Knowledge of ServiceNow tracking system. - Communication (written, verbal, and listening), leadership, people-management, planning, organizing, analytical, problem-solving, and time-management skills. - Ability to create and manage procedures for end-user instruction, escalation, troubleshooting, etc. - Ability to assess ramification of issues and prioritize tasks based on business impact. - Ability to evaluate situations and current information to determine the appropriate course of action and execute decisions. - Ability to handle a high-pressure environment. - Ability to lead and mentor individuals. - Ability to use software, hardware, and peripherals related to job responsibilities. - Ability to lift moderate-sized computer equipment. - Ability to travel to the company offices and operational sites as needed. - Ability to work off hours to support business needs. Compensation The salary range for this position is $100-110K. Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity. Benefits - Medical, dental and vision coverage with low deductible & copay - Life insurance - Short and long-term disability - Paid Parental Leave - 401(k) + match - Employee Stock Purchase Plan - Generous Paid Time Off – accrued based on years of service - 10 paid company holidays - Tuition reimbursement - Flexible Spending Account - Employee Assistance Program - Sick time benefits – for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits EEO Statement Claritev is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. Application Deadline We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted.