• Be the trusted point of contact for parents and teachers — from onboarding to course completion. • Support clients via chat, email, and calls on our platform • Manage schedules, course changes, teacher swaps, and account updates • Communicate clearly and warmly in **English and Romanian** • Solve issues fast, anticipate needs, and boost satisfaction with our services • Run check-in calls and handle feedback with care • Keep records accurate and workflows smooth

• Emergency Call Handling: Answer inbound customer and Poolsyder calls, emails and texts related to urgent pool issues such as leaks, pump failures, filtration problems, and water quality emergencies. • Customer Enquiries: Answer inbound customer calls, emails and texts related to their regular pool service, such as “what time will my Poolsyder be here?” and “where is my invoice?” • Outgoing call handling: Monitor customer accounts and make outbound calls as required, for example to chase unpaid invoices or provide quotes for jobs identified by Poolsyders, such as skimmer basket changes, seal replacements, etc. Also, make outbound calls to verified potential customer leads. • Poolsyder Communication: Dealing with customer/Poolsyder issues when required, for example advising a customer if a Poolsyder advises they are running late due to weather, traffic or other circumstances. • Rapid Triage & Assessment: Quickly identify issue severity, gather key details, and determine appropriate response level (emergency dispatch vs. scheduled service). • Dispatch Coordination: Coordinate with on-call technicians to assign jobs based on availability, location, and urgency. • Customer Communication: Provide calm, clear, and reassuring guidance to customers experiencing service disruptions or urgent pool problems. • Real-Time Scheduling Support: Update and manage service appointments in dispatch or CRM systems, ensuring accurate routing and timely technician arrival. • Escalation Management: Escalate complex or high-risk issues to senior technicians or operations leads when necessary.

• Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency • Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow-up actions, ensuring timely resolution • Independently prioritize and execute tasks in a fast-paced, deadline-driven remote environment • Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to support daily operations • Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI) • Investigate and resolve service-related issues using helpdesk platforms, with a preference for Salesforce Service Cloud • Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer concerns • Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership • Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud

• Provide phone, email, and ticket-based technical support for software, hardware, and mobile applications. • Troubleshoot and resolve customer issues using standard processes and troubleshooting methodologies. • Analyze issues of moderate complexity and develop effective solutions aligned with support guidelines. • Document all cases, actions, and resolutions accurately in CRM or ticketing systems. • Prioritize, manage, and close assigned cases within defined service levels. • Escalate unresolved issues or system defects to Tier 2 support with proper documentation. • Identify recurring issues and report trends related to software or hardware performance. • Assist customers with system configuration, setup, and proper application usage. • Provide guidance to customers on best practices for system and mobile platform usage. • Support internal reporting needs including status updates and case progress tracking. • Collaborate with internal teams to resolve cross-functional technical issues. • Perform additional duties such as case reviews, customer follow-ups, and support tasks as assigned.