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.

Role Description A Customer Service Technician will respond to technical issues escalated by customers. This position will act as a liaison between operations, the client, and Engineering/Development. You are able to respond to end user requests for assistance using existing manuals and scripted responses. Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team. Position is 100% remote Monday - Friday 8:00AM EST to 4:30PM EST. Qualifications - Experience with problem solving, debugging, and providing solutions to technical issues - Ability to prioritize and execute tasks in a high-pressure environment - Experience working within a team-oriented, collaborative, agile environment - Highly self-motivated and directed with the ability to manage multi-discipline triage calls - Experience documenting and communicating work-arounds and solutions clearly Requirements - Ability to manage time and prioritization of tasks at a high level - Ability to communicate effectively with managers and customers - Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment - Experience with tools such as ServiceNow, GitHub, Jira - High school diploma or GED Company Description DPCG is an Equal Opportunity Employer committed to hiring and developing the most qualified individuals based on merit, experience, and business needs, without regard to any protected status under applicable law.

Role Description Reporting to the CIO, you will own, lead and grow the IAM Cloud Support Desk - the front line of contact for our customers. You’ll be responsible for the oversight of all Desk operations and ensuring efficient, professional and consistent resolution of incoming issues and queries. You’ll bring demonstrable leadership experience, having led and grown comparable teams, ideally for a similar SaaS provider. - Defining and embedding best practices for Support Desk operations; ticket handling, categorisation, prioritisation, routing, escalation, and closure - Driving continuous improvement through metrics, root-cause analysis and backlog management - Optimising the use of our tooling suite, ensuring usage and configuration best practice - Coaching, mentoring and performance managing our Technical Support Engineers - Working closely with our Product Development, Documentation & Training and Commercial teams to close feedback loops, improve product quality, and reduce recurrence of issues - Acting as senior escalation point, owning communications during incidents and major issues - Defining the internal training and continuous learning programs for the Support Desk - Planning for and executing our roadmap to 24x7 / extended hours support coverage - Championing a customer-first mindset and striving to create a Centre of Excellence in Support - Ensuring the Support Desk remains compliant with data protection responsibilities and Information Security requirements - In time, you will play a key role in defining the strategy for the structure, tooling and staffing roadmap for an expanded Support footprint. Qualifications - Proven experience (at least 3 years) leading a busy Support Desk, Helpdesk or technical support function, preferably in a SaaS environment - Technical aptitude: comfortable leading a team in Support of complex software products, APIs, log review and incident investigation - Strong experience defining and working to SLAs, KPIs and ticket management metrics (e.g. response times, resolution times, backlog, customer satisfaction) - Leadership and performance management skills: managed and grown Support teams previously with demonstrable industry experience - Experience with support / ticketing systems / ITSM tools (FreshDesk or similar) - Experience working within the Microsoft ecosystem or with MS-adjacent products - Excellent stakeholder and cross-functional collaboration skills to manage the high expectations of our customers and internal functions - Excellent verbal and written communication skills (customer facing, escalation, documentation) - A proactive, dynamic mindset — able to manage ambiguity, prioritise under pressure, and adapt quickly - A commitment to continuous improvement and operational excellence Benefits - Guaranteed annual pay rise of £2000 minimum - 26 days’ holiday plus national holidays, your birthday and work anniversary off work - Fully remote, flexible working - Employees can also ‘work from anywhere’ for up to 4 consecutive weeks per year - Public Holiday Swap option - swap a Public Holiday for another date if you prefer - Access to a personal learning & training budget - Access to Support Room, which offers on-demand counselling, therapy & coaching along with a wellbeing resource hub - Generous maternity and paternity policies - A generous pension scheme with up to 10% equal-matched company contribution - Medical scheme with a range of benefits including remote GP access, dental & optical cashback, and diagnostics - Life Insurance of 5x Gross Salary through Unum - Help@Hand Employee Assistance App

Role Description Join Infinite Helping Hands, LLC as a Remote Customer Service Representative specializing in Healthcare Support! You will play a vital role in assisting our clients with their healthcare needs while enjoying the flexibility of remote work in a supportive environment. Responsibilities: - Provide exceptional customer service to clients via phone, email, and chat. - Assist clients with inquiries related to healthcare services and insurance benefits. - Document interactions and maintain accurate records in our CRM system. - Resolve issues and provide solutions in a timely manner. - Collaborate with healthcare professionals to ensure client satisfaction. - Stay updated on healthcare policies and procedures to provide accurate information. - Participate in training sessions to enhance product knowledge and customer service skills. - Contribute to team goals and support a positive work environment. Qualifications - High school diploma or equivalent; associate's or bachelor's degree preferred. - 1-2 years of experience in customer service, preferably in healthcare. - Strong communication and interpersonal skills. - Proficient in using CRM software and Microsoft Office Suite. - Ability to work independently and manage time effectively. - Empathetic demeanor with a passion for helping others. - Knowledge of healthcare terminology and insurance processes is a plus. - Must have a reliable internet connection and a quiet workspace. Benefits - 401(k) - Competitive salary - Flexible schedule - Health insurance - Opportunity for advancement - Vision insurance Company Description Infinite Helping Hands, LLC has been serving the Toledo, OH community for over a decade, providing compassionate support in the healthcare industry. Our clients love us for our dedication to their wellbeing, and our employees appreciate the collaborative culture and opportunities for growth within the company.