Role Description The Sr. Professional Customer Support role is responsible for providing advanced customer and technical support for commercial healthcare clients and internal stakeholders. This position focuses on troubleshooting complex issues, investigating system concerns, supporting technical infrastructure, and ensuring a high-quality client experience. - Provide advanced customer support for commercial healthcare clients, including Essette Commercial clients, DBO, and KY UM accounts. - Troubleshoot and investigate technical and operational issues to identify root causes and provide timely resolutions. - Support technical infrastructure and system-related processes to ensure smooth client operations. - Deliver a high level of customer and client experience through professional communication and issue management. - Collaborate with internal operational and technical teams to resolve escalated concerns. - Document issues, resolutions, and trends accurately within internal systems. - Monitor recurring issues and proactively identify opportunities for process improvements. - Participate in client support meetings and provide updates on issue resolution progress. - Manage multiple priorities in a fast-paced support environment while maintaining attention to detail. - Ensure compliance with company policies, procedures, and data confidentiality requirements. Qualifications - Experience troubleshooting and supporting enterprise software applications in a technical support or production support environment. - Experience supporting QA, Pre-Production, and/or Production environments. - Strong client-facing technical support experience. - Strong analytical and problem-solving skills with the ability to investigate complex technical issues. - Basic to intermediate SQL/SQL Server experience, including at least one year of experience or working knowledge of writing T-SQL queries. Requirements - Fully remote position; candidates must reside within EST or CST time zones. - Work schedule: Monday through Friday, 8:00 AM EST – 5:00 PM EST. - Video cameras must be used during all interviews, as well as during the initial week of orientation. - To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for optimal performance. - To test your internet speed, go to Google and search for “Internet Speed Test.” Benefits - Generous, flexible vacation policy. - 401(k) employer match. - Comprehensive health benefits. - Educational assistance. - Variety of leadership and technical development academies to help build your skills and capabilities.

• Use AI to identify and implement operational improvements and efficiencies to build the future of Production Support • Investigate and resolve complex production issues that affects user experience • Interface with critical vendor systems using a mix of SQL and API calls to research a customer complaints • Commit fixes to our backend systems • Act as an engineering consultant for our Operations team to automate manual processes

Role Description The Store Support L3 Analyst is responsible for resolving prioritized escalations and issue resolution for all in-store technology. The L3 Analyst provides lead investigation, root cause analysis, and final resolution for escalated POS and technical issues. This role will be responsible for working P1 and critical cases, including but not limited to incident and problem management cases. This role serves as the final escalation point for all store technology issues. - Anticipate and swiftly respond to escalated technical issues. - Ensure accuracy of the data entered in our system. - Take ownership of any situation that is escalated. - Perform root cause analysis of escalated scenarios to remedy and enhance procedures. - Utilize reporting and logic to determine deficiencies in processes. - Responsible for assisting in issue resolution for third party vendors to support day to day operations. - Regularly contribute new knowledge/training material and collaborate with Knowledge Analyst. - Assist in development of internal operational procedures, and processes that may better meet the Enterprise Contact Center’s SLAs and KPIs. - Participate in the governance process and contribute to the strategic direction of the ECC. - Be a strategic partner to leadership outside of the contact center to ensure technology, quality, and customer satisfaction are being met. - Be a key contributor for development and maintenance of the technology needs of the ECC. - Build and maintain working relationships with other Managers within the ECC to ensure effective communication and address concerns appropriately. - Identify and communicate unusual events impacting the ECC. - Subject Matter Expert for all store technology. - Takes ownership of any executive/high touch escalation that has been assigned, following through to final resolution. Qualifications - Bachelor’s Degree or 4+ equivalent years of related work experience. - Minimum 3+ years contact center experience. - 4+ years of technical support experience. - 2+ years Point of Sale troubleshooting experience. - Excellent knowledge of networking solutions including cable management and cellular internet. - Experience working within a team to test the design, deployment, and support of future processes. - Experience in developing and implementing store support service strategies. - Strong team development skills; excellent at clarifying common goals among diverse staff members, gaining consensus on an overall approach, and building a collaborative environment. - Strong track record of delivering initiatives in a timely manner. - Excellent team player and team builder. Requirements - 10% travel may be required. - This position is remote eligible after successful completion of training. - On call rotation may be needed at times. Desired Qualifications - Experience with ServiceNow and/or other ticketing-based applications. - Experience with Networking, SQL, and Meraki preferred but not required. - Critical incident management and process experience. - Experience with defining and managing Customer Service Technology (e.g. Case Management System, Knowledge Base System). - Management and executive level communication experience (e.g. VP, Director).

Role Description Rebar is building the next-generation operating system for commercial HVAC, electrical, and plumbing suppliers and subcontractors. We need an Implementation Manager to own Client onboarding, training, and early-stage success. You’ll work to build the playbook that powers Rebar’s customer experience. - Own Frontline Support: respond to inbound client questions across live messaging, tickets, and screen-share/video calls with speed, clarity, and precision. - Own Outcomes & Performance: take full ownership of issues from first response through resolution while consistently hitting SLAs (response time, resolution time, CSAT). - Prioritize with Urgency: manage competing tickets and timelines without sacrificing quality or customer experience. - Troubleshoot & Resolve: diagnose bugs, replicate issues, and partner with Engineering to drive fast resolutions. - Be the Voice of the Customer: surface patterns, recurring issues, and product gaps to inform roadmap decisions. - Improve Support Operations: help build and refine workflows, SLAs, and tooling to scale the support function. - Drive Product Adoption: guide customers on workflows, best practices, and how to get maximum value from the product. - Build Knowledge: create and maintain internal and client-facing documentation, tutorials, and FAQs. - Collaborate Cross-Functionally: work closely with Product, Engineering, and Client Success to deliver a seamless experience. Qualifications - 3+ years of experience in B2B technical support or a similar customer-facing technical role. - Strong troubleshooting skills across web-based software products. - Ability to clearly communicate technical concepts to both technical and non-technical users. - Experience using support tools (e.g., Zendesk, Intercom, HubSpot, Jira, Linear, etc.). - Highly organized and responsive—you thrive in fast-paced environments. - Comfort working remotely while collaborating closely with a distributed team. Requirements - Bonus: Experience working at an early-stage startup. - Background in construction, engineering, or HVAC industries. - Familiarity with APIs, integrations, or debugging tools. - Experience creating support documentation and training materials. Benefits - Salary: Competitive. - Equity: meaningful grant, aligned with your background. - Benefits: medical, dental, vision.