Role Description We are looking for a Technical Support Specialist to join our growing Customer Support (CS) team. This role is essential to ensuring smooth daily operations and delivering timely, accurate support to our subscribers, account managers, and engineering team. - Work directly with internal teams and external customers to resolve issues, reroute orders, and manage error queues. - Play a critical role in reducing errors, improving customer experience, and ensuring operational efficiency as we expand to new markets and increase order volume. Qualifications - Strong problem-solving and communication skills. - Ability to handle high query volumes with accuracy and speed. - Tech-savvy with an eagerness to learn new tools and systems. - Detail-oriented with strong organizational skills. - Prior customer support, technical support, or telehealth experience is a plus, but not required. Requirements - Answer subscriber questions (600–700 queries daily) with accuracy and efficiency. - Fix errors in the CS-tool queue (e.g., pre- or post-prescription order issues). - Reroute orders between pharmacies based on delays, account manager requests, or other needs. - Assist account managers with CS-related requests (limited system access). - Report recurring issues to developers and follow up on resolution progress. - Support engineers with CS-related tasks such as lost or canceled orders, prescription errors, and questionnaires. Benefits - Performance review after 3 months with the chance to move to a higher tier role. - Gain experience working directly with top telehealth experts in the U.S. - Develop specialized expertise in the telehealth sector. - Clear path for career growth in technical support and operations. - Fully remote. - 21 days PTO should be submitted 1 month in advance (requests can be denied based on workload).

• Provide remote IT support across RD Station, assisting users via chat, email and the support portal. • Log, track and manage tickets in the ITSM tool, ensuring efficient resolution of incidents. • Create scripts and workarounds to resolve hardware and software technical issues. • Perform preventive maintenance and implement improvements to the IT infrastructure. • Ensure data security and service continuity, with a focus on the internal customer experience.

• Serves as the first point of contact for customers needing technical support via phone and email • Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment • Troubleshoots hardware and software issues, ensuring a smooth user experience • Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution • Handles multiple tasks simultaneously and escalates issues promptly when needed • In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.

- Actively improve the customer experience; - Work with clients and their employees to identify problems and advise on the solution; - Recreate, troubleshoot and independently investigate reported issues; - Collaborate with development teams, identify errors and report bugs via internal helpdesk; - Master the support channels: Ventrata Chat, Slack and Helpdesk; - Help with client onboarding and uploading data to our systems; - Supporting internal teams with tasks beyond the job description.