Title: Technical Support Specialist I Location: US Work From Home Remote Job Description: Technical Support Specialist I Department: Support (600) Location: Remote (with occasional travel, department-dependent) Employment Type: Full-Time Citizenship Status: US Citizen or Green Card holder required About Solver Solver is a cloud-based extended financial planning and analysis solution (xFP&A) that increases access to actionable insights beyond the finance department to accelerate better decisions. Our patented QuickStart integration technology enables immediate access to a collection of tailorable templates, allowing finance and management users to optimize their planning, reporting, consolidation, and analysis processes. At Solver, employees dive into cutting-edge technologies and tackle exciting challenges while enjoying a collaborative environment. We empower our employees to become significant contributors to our growth. Solver is transforming how organizations from innovative startups to Fortune 500 enterprises leverage data-driven solutions to achieve smarter, faster, and better decisions. Position Summary Solver is seeking a Technical Support Specialist I to join our Support team. In this role, you will provide initial to Tier 2 technical product support to customers through inbound and escalated channels including phone, email, chat, and video. You will be responsible for handling customer inquiries, diagnosing and resolving technical issues, assisting with lower-level support needs, and escalating more complex concerns to higher-level support or engineering teams. This position requires strong communication skills, problem-solving ability, and a customer-focused mindset. This is an entry-level professional role that operates under close supervision with limited independent judgment, providing an excellent opportunity for growth within the organization. Key Responsibilities - The Technical Support Specialist I will be accountable for the following: - Respond to customer inquiries, issues, and requests via phone, Zendesk, and other support channels in a professional and empathetic manner. - Diagnose technical issues by asking probing questions, analyzing error messages, and identifying root causes. - Provide step-by-step troubleshooting guidance and effective solutions to resolve customer issues. - Maintain working knowledge of the Solver product suite, with emphasis on Reporting, and stay current with product updates. - Escalate complex or advanced issues to higher-level support teams or engineering when necessary. - Clearly communicate technical concepts and solutions to users with varying levels of technical expertise. - Use remote access tools to assist customers directly when required. - Manage multiple customer cases simultaneously and prioritize based on urgency and severity. - Maintain accurate documentation of incidents, updates, and resolutions within support systems. - Provide exceptional customer service across all communication channels. Required Qualifications - The ideal candidate for this role will bring a foundational skill set and relevant experience that supports effective customer support delivery. Essential qualifications include: - Bachelor’s degree (or international equivalent) and 1-3 years of relevant experience, or equivalent combination of education and experience. - Strong customer service and interpersonal skills. - Problem-solving ability with strong attention to detail. - Ability to communicate clearly and effectively in both written and verbal formats. - Basic to intermediate technical troubleshooting skills. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Preferred Qualifications - The following skills and experience are not required but would be considered strong assets: - Experience supporting SaaS or financial software applications. - Familiarity with ticketing systems such as Zendesk. - Experience using remote support tools. - Exposure to reporting tools or financial systems. Compensation & Benefits Compensation: Competitive, based on experience Commission Eligibility: No Benefits Include: - Medical, dental, vision, and life insurance - 401(k) plan with company matching - Paid time off and holidays - Company outings, team-building events, and more - Opportunities for professional development and growth

Role Description This position is part of a team of representatives who respond to member and provider inquiries regarding benefits, eligibility, status of claims, and other related issues to provide information and facilitate and/or coordinate appropriate resolutions. To be successful in this role, you: - Are committed to serving the underserved community and treating others with respect, courtesy, and maintaining member confidentiality. - Are knowledgeable of Washington Apple Health state medical insurance. - Are knowledgeable of medical terminology and healthcare. - Desire to be part of a collaborative, ever evolving, dynamic team. - Have a minimum of one (1) year of customer service and/or call center experience preferably in insurance, managed care, or from a provider setting. - Are comfortable working in a 100% remote environment. Essential functions and Roles and Responsibilities: - Provide first call resolution by responding accurately and courteously to member inquiries regarding benefit interpretation, eligibility, accessing care through plan providers and other related issues under Washington Apple Health, Cascade Select Plans and other products as offered by Community Health Plan of Washington. - Document inquiries, complaints, and other data in computer database in an accurate, clear, and timely manner. - Meet attendance and call quality standards. - Perform all functions of the job with accuracy, attention to detail and within established timeframes. - Other duties as assigned. Essential functions listed are not necessarily exhaustive and may be revised by the employer, at its sole discretion. Qualifications - Ability to gather and assess information from multiple systems, apply protocols, and determine appropriate actions. - Ability to use MS office products such as Outlook, Word, and Excel. - Excellent verbal and written communication skills, including typing. Requirements - Complete and successfully pass a criminal background check. - Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency. - Vaccination requirement (CHPW offers a process for medical or religious exemptions). - Candidates whose disabilities make them unable to meet these requirements are considered fully qualified if they can perform the essential functions of the job with reasonable accommodation. Benefits - The position is FLSA Non-Exempt and is eligible for overtime. - The starting salary for this position is $21.00 with a 5% annual incentive target based on company, department, and individual performance goals. - CHPW offers the following benefits for Full and Part-time employees and their dependents: - Medical, Prescription, Dental, and Vision - Telehealth app - Flexible Spending Accounts, Health Savings Accounts - Basic Life AD&D, Short and Long-Term Disability - Voluntary Life, Critical Care, and Long-Term Care Insurance - 401(k) Retirement and generous employer match - Employee Assistance Program and Mental Fitness app - Financial Coaching, Identity Theft Protection - Time off including PTO accrual starting at 17 days per year - 40 hours Community Service volunteer time - 10 standard holidays, 2 floating holidays - Compassion time off, jury duty Company Description Community Health Plan of Washington is an equal opportunity employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to any actual or perceived protected characteristic or other unlawful consideration. Our commitment is to: - Strive to apply an equity lens to all our work. - Reduce health disparities. - Create an equitable work environment.

• Manage day-to-day support operations for a team of 8-10 Support Engineers. • Lead the onboarding, technical mentoring, and career coaching for all direct reports. • Conduct regular 1:1s and performance management reviews to ensure team alignment and growth. • Oversee the support queue to ensure SLA/SLO adherence, including response and resolution times. • Act as an internal escalation point for both complex technical issues and difficult customer situations. • Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering. • Partner with Support and CX Operations to refine workflows and improve internal tooling like Jira, Incident.io, Kapa.ai, and PagerDuty. • Perform regular QA reviews on tickets to maintain technical accuracy and brand voice. • Analyze support data and customer feedback (CSAT) to identify and report trends to leadership.

• Manage day-to-day support operations for a team of 8-10 Support Engineers. • Lead the onboarding, technical mentoring, and career coaching for all direct reports. • Conduct regular 1:1s and performance management reviews to ensure team alignment and growth. • Oversee the support queue to ensure SLA/SLO adherence, including response and resolution times. • Act as an internal escalation point for both complex technical issues and difficult customer situations. • Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering. • Partner with Support and CX Operations to refine workflows and improve internal tooling like Jira, Incident.io, Kapa.ai, and PagerDuty. • Perform regular QA reviews on tickets to maintain technical accuracy and brand voice. • Analyze support data and customer feedback (CSAT) to identify and report trends to leadership.