Role Description This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. As a Senior Customer Service Representative, you’ll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You’ll also provide support to your team members by serving as a resource or subject matter expert. Both of these are opportunities for you to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. At the end, you’ll know you performed with integrity and delivered the best customer service experience making all your customers and team members feel better because they talked to you. This position is full-time (40 hours / week) Monday - Saturday. Employees are required to have flexibility to work any of our 8 - 10-hour shift schedules during our normal business hours of 6:00 am - 11:00 pm EST. It may be necessary, given the business need, to work some holidays and overtime. There are peak seasons during which PTO blackout dates apply (First 2 weeks in January and in April). Final shift will be assigned after training is completed. This will be on the job training and the hours during training will be 9:00 am - 5:00 pm EST, Monday through Friday, for the first 4-6 weeks. Primary Responsibilities: - Serve as a resource for other team members or internal customers - Handle escalated calls, resolving more complex customer issues in a one and done manner - Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)) - Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems - Assist customers in navigating UnitedHealth Group websites and encourage and reassure them to become self-sufficient - Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member - Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues - Provide education and status on previously submitted pre-authorizations or pre-determination requests - Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance - Other duties as assigned You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Qualifications - High School Diploma / GED - Must be 18 years of age OR older - Experience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applications - All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material - Ability to attend full-time training Monday through Friday, 9:00 am - 5:00 pm EST, for the first 4-6 weeks. - Ability to work full-time (40 hours / week) Monday - Saturday. Employees are required to have flexibility to work any of our 8 - 10-hour shift schedules during our normal business hours of 6:00 am - 11:00 pm EST. It may be necessary, given the business need, to work some holidays and weekends. There are peak seasons during which PTO blackout dates apply (First 2 weeks in January and in April). Final shift will be assigned after training is completed. Preferred Qualifications - 1+ years of Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role - Bilingual fluency in English and Spanish Telecommuting Requirements - Ability to keep all company sensitive documents secure (if applicable) - Required to have a dedicated work area established that is separated from other living areas and provides information privacy. - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service. Pay and Benefits Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as: - A comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements) The hourly pay for this role will range from $17.98 - $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. Company Description At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

• Resolve support issues received via the CRM system, handling tickets and chats on subscription and billing, product usage (editing, signing, workflows), and account-related concerns • Manage issue tickets in Jira and partner with Development and QA to resolve them in a timely manner • Conduct product demos and guide users through DocHub's key features and workflows • Identify and assess customer needs to drive satisfaction and successful retention • Build trusted, lasting relationships through open and interactive communication • Handle large volumes of incoming inquiries while balancing speed and quality • Switch between chats and tickets based on volume and priority, working with internal tools, the knowledge base, and predefined processes • Escalate more complex customer scenarios with support from the team lead • Meet personal and team targets aligned with our 24/7 support and retention OKRs • Follow established communication procedures, guidelines, and policies

Role Description We are looking to hire an Associate, Customer & Product Support to join the growing C&PS team at AlphaSense. This role marries the technical knowledge of our solution with a deep understanding of our users, across all of the segments and business units that we work with, to realize maximum value from the platform. - The team is heavily relied upon to contribute excellent customer service, which ultimately maximizes prospect and customer health. - This role spearheads usage and engagement and partners with our product management and engineering teams in determining future product developments that will resonate with the market. - Customer and Product Support is an excellent launching off point to accelerate your personal growth and career at AlphaSense. - The role offers cross-functional exposure across our business, consequently providing you with great exposure to the different areas you may want to develop your career in, as you grow with us. Qualifications - An intelligent, articulate, consultative and confident client-facing professional with 3 or more years of experience working in a client/product support role. - You possess a customer-first mindset and enjoy working through complex problems to find solutions. - You thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it’s needed. - You are dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise. - You are a strong communicator and have an innate ability to distill and explain complex issues in simple terms. - You maintain a stable and professional home working environment equipped for high-level support, including the capacity for a dual-screen configuration (equipment provided by AlphaSense) to effectively manage complex workflows. - You are curious, proactive and possess a continuous improvement mindset with the ability to learn quickly and adapt. - You have strong attention to detail, effective time management skills and the ability to rigorously prioritize under pressure. - You have an interest in AI, technology and software applications. Requirements - Deliver a world-class customer experience. - Act as the first line of defense and a point of escalation for the wider Support team in order to address more complex customer inquiries and resolve technical issues. - Guide customers through features and functionalities to maximize their experience and fully resolve their challenges or questions. - Identify commonly asked questions to help drive better documentation, help center articles or in-app tours. - Partner with Customer Education on live training, answering queries and owning the chat function within each session. - Provide impeccable customer support. - Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed. - Escalate tickets to appropriate teams when needed and retain a position as the customer’s point person through regular updates and confirming resolution. - Act as a key partner to Product and Engineering. - Use knowledge of platform to qualify, triage, repackage debugging steps and communicate effectively to technical teams to ensure that customer inquiries are accurately represented and on a swift path to resolution. - Own level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate. - Lead on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information. - Be an expert on our product and continuously build your knowledge. - Contribute to and lead new hire training sessions, including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the AlphaSense product and team processes. - Identify areas to improve content and contribute to creating and updating knowledge base articles, tutorials, and other support documentation based on their expertise. - Lead on new features for beta by testing, giving feedback and acting as an expert for the Support team. Benefits - Base Compensation Range: $60,000 — $75,000 CAD. - Performance-based bonus. - Equity. - A generous benefits program.

Bilingual Customer Service Representative - Spanish Customer Service Dayton, OH Full-Time Apply Now Position Description Reynolds and Reynolds is currently seeking Customer Service Representatives who are bilingual in Spanish and English. As a Bilingual Customer Service Representative, you will use your proficiency in both languages to interact with customers and maintain our reputation of delivering award-winning customer service and support. Working from our office in Dayton, OH, you will support our customers via phone and internet on the software solutions that have made us the best in the industry. You will provide them with the knowledge they need to utilize our applications in their day-to-day operations. If you enjoy problem solving, critical thinking, and providing a high level of customer service support, apply today! Training Training will consist of classroom-style training, on-the-job with a mentor, and online courses Requirements - Must possess excellent verbal and written skills, in both English and Spanish - Ability to think critically, analytically, and problem solve - Ability to work in a team environment - Previous customer service experience preferred Apply Now Benefits We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including: - Medical, dental, vision, life insurance, and a health savings account - 401(k) with up to 6% matching - Paid vacation, sick days, and holidays - Reynolds offers a hybrid work schedule, based on position eligibility. Following completion of your training period, eligible associates may work-from-home up to two days per week. Company perks, including: - Referral bonuses - Professional development and training - Promotion from within -Associate discounts for cell phones, cars, computers, entertainment, and much more Facility amenities, including: - An onsite dining facility offering complimentary breakfast and lunch - A fitness center - An onsite medical center - A wide variety of sports and social leagues to participate in after work, along with volunteering initiatives through our Associate Foundation Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.