• Provided excellent customer support by phone, email, keeping responses within internal SLA targets. • Troubleshot and attempted to reproduce customer issues using product UIs and basic diagnostic tools. • Escalated technically complex cases to the Technical Lead with clear reproduction steps and required logs. • Filed and tracked Jira cases for Engineering when appropriate and followed up on escalation progress. • Assisted with acceptance testing for new features and supplied feedback from real customers. • Maintained accurate, single-source case notes and updated knowledge base articles or runbooks for routine fixes. • Covered PagerDuty Tiered shifts by participating in on-call rotations per team schedule. • Collaborated with teammates in Slack support channels to coordinate coverage and share troubleshooting tips.

• Empathetically and patiently interact with members as you take live inbound calls. • Document interactions and ongoing resolutions to ensure seamless follow-up. • Ensure member records are accurate and complete. • Multitask using internal tools and resources to verify eligibility and coverage provider benefits while clearly communicating this information to the members during live calls. • Field questions about the purpose and importance of telenutrition. • Match our members with the right dietitian and find appointment times that fit into their lives. • Assist members with troubleshooting platform and account issues and provide basic technology troubleshooting help. • Work with internal groups and external partners to address questions relating to food delivery and ordering groceries. • Maintain a high level of personal accountability when handling sensitive and protected information. • Collaborate with peers, leaders, and other internal groups to find accurate solutions to complex problems.

• обробляти запити від користувачів через чати та e-mail (~50 тікетів на день); • дзвінків немає • закривати типові кейси: скасування підписок, рефанди, питання по функціоналу продукту • передавати баги та паттерни запитів суміжним командам — dev, marketing, sales • брати участь в автоматизаціях та впровадженні AI у процеси підтримки • пропонувати нові workflow та покращення — ми автоматизуємо все, що можна автоматизувати

• To resolve a broad range of Revenues & Benefits enquiries received via telephone to provide an efficient and effective customer experience • Receive all customer enquiries and service requests via the telephone to resolve as many requests at first point of contact as possible • Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests • Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities • Manage customer complaints, compliments and suggestions in accordance with the council’s procedures • Contribute ideas that create efficiencies or improvements in customer facing and other processes • Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments • Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times