• Responsible for interfacing with Macro Helix customers to handle a variety of 340B questions and functions in relations to 340B Architect • Receiving inbound calls, emails, and requests directly from clients or internal employees to determine root cause • Provide essential service to our internal and external clients regarding our web-based 340B Federal Government Program software • Provides high-level analytics, reporting, and other support as needed • Meet or exceed defined customer service levels to achieve targeted customer satisfaction goals

• Provide timely and effective product support to customer queries via various channels, including email, phone, and chat. • Troubleshoot and resolve product-related issues reported by customers, ensuring prompt resolution and customer satisfaction. • Diagnose and troubleshoot technical issues related to Force, including software functionality, connectivity, and user interface. • Collaborate closely with cross-functional teams, such as product management, engineering, and quality assurance, to identify and resolve product defects or enhancements. • Document and escalate complex technical issues to the appropriate internal teams for further investigation and resolution. • Support client meetings such as implementation calls, monthly client meetings, and Executive Business Reviews for enterprise accounts.

• This position is responsible for inbound and outbound contacts via an omnichannel approach to solve customer needs and expand relationships. • Provide a high-quality service experience that generates creative lead and direct selling opportunities. • Answers predominately routine inquires, resolves problems that may require deviation from standard operating procedures, and promotes new products/services to expand customer relationships. • Handles customer calls/correspondence for service, scheduling, and billing inquiries turning great service into revenue generating contacts. • Offers Home Inspection leads to all customers that qualify. • Identify the needs of current and new customers and offer products to close sells and generate revenue and commissions. • Cultivates and maintains on-going customer relationships. • Excellent verbal communication skills with ability to overcome objections and ability to de-escalate situations. • Uses computerized system for identifying customer needs, tracking contacts, information gathering, and/or troubleshooting. • Communicates with branch personnel to resolve service and scheduling issues. • Initiates outbound customer service calls for various campaigns. • Handles incoming calls from technicians to provide support.

• Manage and respond to customer support tickets within HubSpot Service Hub • Communicate with customers via email, live chat, and support inboxes • Troubleshoot and resolve customer issues, escalating when appropriate • Maintain accurate ticket statuses, notes, and customer records • Follow established SLAs, workflows, and support processes • Identify recurring issues and flag trends to internal teams • Collaborate with Marketing, Product, and Operations teams as needed • Update knowledge base articles and internal documentation • Ensure all customer interactions meet brand and quality standards • Assist with onboarding, account questions, and general platform guidance • Perform accurate and consistent B2B data entry within HubSpot, including companies, contacts, deals, tickets, and custom objects • Maintain data integrity by standardizing fields, enforcing naming conventions, and validating required properties • Import, clean, deduplicate, and update large datasets using HubSpot tools and CSV workflows • Manage and maintain custom properties to support reporting, segmentation, and lifecycle tracking • Build and maintain dashboards and reports to support leadership, sales, marketing, and customer service teams • Track KPIs related to pipeline performance, ticket resolution, SLAs, onboarding progress, and customer health • Support B2B reporting needs including account-level views, deal stages, revenue tracking, and trend analysis • Identify data gaps, inconsistencies, or reporting issues and proactively recommend improvements • Collaborate with cross-functional teams to ensure CRM data aligns with operational workflows and business goals • Document data standards, reporting logic, and processes to ensure consistency and scalability