• Supporting a live call queue during scheduled project hours. • Using company-provided equipment to access multiple systems and tools. • Handling back-to-back inbound calls involving complex fraud-related situations. • Following documented procedures to ensure accurate and consistent call handling. • Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3). • Managing emotionally challenging interactions while maintaining professionalism. • Communicating effectively in a fast-paced virtual environment. • Completing additional tasks and duties as assigned.

Role Description As a Customer Value Advisory Research Intern, you’ll lead a high-impact research project evaluating how leading universities design and deliver AI education, and translate those insights into scalable workforce training strategies. This is part academic research, part real-world strategy work, with direct exposure to UKG leaders and government stakeholders. - Conduct literature reviews, case studies, and interviews across universities, industry, and government - Analyze University AI training programs to identify scalable models - Engage with internal UKG teams (Data Science, GTM Enablement, Legal, Marketing, Government Affairs) to ground research in real-world application - Synthesize findings into actionable insights aligned to Department of Labor priorities - Translate complex AI concepts into clear, practical recommendations for non-technical audiences Key Deliverables - AI Training Research Paper (10–15 pages) - Policy Brief for the U.S. Department of Labor (5 pages) - Executive Presentation to UKG Leadership (10 slides) Qualifications - Currently pursuing a bachelor’s degree in Public Policy, Economics, Statistics, or related field - Strong analytical and research skills (qualitative or mixed methods preferred) - Ability to translate complex topics into clear, structured insights - Ability to commit to a full-time 40-hour schedule, Mon – Fri for 8 weeks - Working knowledge of Microsoft Suite (Outlook, Teams, PowerPoint, Excel) Requirements - Interest in AI, workforce development, or public policy - Experience with research design, surveys, or interviews - Exposure to policy, legal frameworks, or technology ecosystems - Comfortable working across academic + corporate environments - Excellent writing, communication, and presentation skills - Strong initiative, perseverance, and curiosity Benefits - The pay range for this position is $24/hour, however, base pay offered may vary depending on skills, experience, job-related knowledge and location.

• Primary point of contact for clinical customers (e.g., Radiology, Oncology) for all questions related to our software solutions • Receive and analyze incoming support requests, accurately determine whether the issue is a technical error or a problem with clinical workflow or system operation • Develop workarounds and assist customers in integrating the software optimally into their hospital workflows • Work closely with the technical team, structure error reports, and manage customer communication through to resolution • Build support infrastructure from the ground up: ticketing system, SLA documentation, escalation processes, and knowledge base • Create and maintain SOPs and self-service resources to automate recurring inquiries • Identify patterns in customer requests and communicate them in a structured way to product and clinical teams

• Handle escalated customer support cases from first-level support • Resolve customer issues efficiently and professionally • Communicate with customers via email and ticketing systems • Investigate issues and coordinate with internal teams for resolution • Maintain accurate records of customer interactions in CRM systems • Monitor recurring issues and suggest process improvements • Support optimization of customer service workflows • Work closely with management on operational and service improvement