• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Assists with temperature excursion inquiries and updates • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the CRM • Identifies and triages medical information inquiries to the appropriate department • Utilizes standard content to deliver non-scripted on-label information to callers • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Performs outbound contacts to provide commercial status updates and follow-up interactions as necessary

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Contract support, liaison, and represents the face of the client • Identifies and triages medical information inquiries to the appropriate department • Utilization of standard content (ie. on-label information) • Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers • Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary • Provide information on customer ordering status • Respond and complete other duties requested • Potential for rotational shifts and after-hours coverage as needed

• Serve as the customer’s point of contact for all service and support related questions • Troubleshoot and resolve application and customer workflow problems • Deliver an exceptional client experience by identifying and documenting client needs and issues • Answer incoming customer inquiries, effectively applying problem solving techniques • Provide consistent, timely, professional and high-quality client support • Establish procedures to ensure client satisfaction and quality service delivery • Communicate and collaborate across teams to help solve issues • Participate in quality assurance and application testing of software

• Answer incoming calls from customers • Engage thoughtfully with customers to understand their needs • Conduct research across multiple systems to resolve questions • Provide clear, accurate information to help consumers navigate healthcare options • Manage a high volume of interactions while maintaining quality and professionalism • Follow a set schedule, including designated breaks and lunches