• Assist French-speaking customers via phone, email, and chat • Troubleshoot issues and respond professionally and empathetically • Provide positive and lasting customer experiences • Use internal systems and tools efficiently • Contribute to a motivated, collaborative team environment

• Provide customer support for Czech-speaking customers • Assist customers with inquiries and issues via phone and email • Collaborate with internal teams to resolve customer problems • Maintain accurate records of customer interactions and transactions

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes • Troubleshoot and resolve common issues; escalate complex cases when needed • Manage user accounts and access across multiple platforms • Ensure timely, accurate case handling and maintain high service standards • Act as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations

Role Description The Digital Support Specialist supplies a multi-faceted approach to providing support for our Launch clients. Responsibilities include: - Monitoring, reviewing, and approving customer applications submitted through retail account onboarding platforms. - Demonstrating good decision-making abilities, mitigating risk, and ensuring adherence to contractual Service Level Agreements. - Fielding all incoming customer phone calls and various forms of digital communication from Cyndx Launch clients. - Solving customer issues, performing various account maintenance requests, and providing additional support for seamless one-touch resolution. - Providing excellent customer service both over the phone and through various digital channels. - Flexibility in schedule to meet the needs of a week Contact Center. Qualifications - Associate's Degree or equivalent experience in a related field. - 2+ years of relevant experience in the financial industry. - Heavy Call Center experience OR experience working within a Bank or Credit Union in a customer service role (e.g., Bank Teller). - Working knowledge of computer hardware and software systems, and diagnostic utilities. - Expert communication and documentation skills, both verbal and written. - Strong technical training skills and detail-oriented. - Exceptional interpersonal and client engagement skills. - Proven analytical skills, strong attention to detail, and problem-solving abilities. - Ability to prioritize work to meet deadlines. - Flexibility to work varied schedules, including evenings, weekends, and holidays as required. Requirements - Efficiently answer inbound calls, secure messages, and other communications from digital bank clients. - Accurately manage communication for new digital bank customers related to new account onboarding. - Solve problems and answer questions; listen to and anticipate clients' needs to resolve issues on first contact. - Utilize numerous programs and systems to investigate, troubleshoot, and resolve client tickets and inquiries. - Actively participate in testing of bank environments and validation of data. - Monitor Digital Bank applications and make decisions based on structured account onboarding procedures. - Complete all transactions with accuracy and within guidelines, exercising discretion and independent judgment. - Develop professionally by participating in training and skill-building activities. - Proactively engage in job training opportunities through daily functions. - Perform all other related duties as required or assigned. Benefits - Hourly pay with a premium for bilingual (English/Spanish) candidates. - Annual Cash Bonus and Equity Options commensurate with the role level and experience. - Fully Remote. - 401(k) plan. - Insurance - Health, Dental, and Vision. - Time Off.