Title: Customer Support Analyst Location: Vancouver, British Columbia, Canada Department: Helpdesk/Cotality Yearly: $37000 - $45000 Job Description: We are seeking enthusiastic entry level staff to work remotely, based out of our office located Vancouver BC. This role will provide Tier 1 application and process support for users of an international software solution for the insurance industry. You'll be providing front-line support to customers, helping get them back to doing what they need to do, as fast as possible. This means taking support tickets via phone and e-mail, and dealing directly with our customers on an ongoing basis. Individuals applying for this position must communicate effectively when speaking with, or writing to, in English. Some of needed skills would be the ability to multi-task, have a strong attention to detail, work with minimal supervision, professional demeanor, and be able to adapt into a growing and changing environment. Your success in this role comes from your passion for helping people and your knowledgeable approach. You have strong social skills and genuinely believe it's fun interacting with new people. You're good at making real connections with clients because you have great listening skills. Once you know what a client's issue is, you take pride in being able to personalize and support their needs. One of the things you will enjoy most about Innovation Networks is the supportive team environment. You're never set up for failure; instead, you get all the coaching and training that you need to succeed. Key Responsibilities: - Provide knowledgeable, effective and efficient customer service to customers in person or on the phone - Handling a high volume of inbound calls from clients in a prompt and professional manner - Taking claims reports from clients - Meeting the SLA targets for the client are a priority - Helping clients make changes to their claims - In conjunction with peers and management, participate and provide input into team meetings, standards, procedures, and special projects - Provide exceptional customer service - Work 40-hour week, participate in shift coverage that includes 7-day week Skill and Attributes Qualifications - Minimum high school diploma - Minimum of 1- year experience within a call center environment or equivalent experience - Basic computer knowledge to support users - Excellent decision making and problems solving skills - Enjoys working with others and has a passion for helping clients - Delivers excellent client service and possesses strong telephone skills - Communicates effectively when speaking with, or writing to, others - Uses active listening and questioning skills to understand needs and issues - Works well under pressure, both independently and as part of a team - Enjoys personal development and growth through learning - Provides and receives constructive feedback - Be a productive member of a 20-person team - Strong interpersonal skills with a polished and professional manner - Excellent organizational skills with motivation, self-direction, and good time management skills - The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and excellent attention to detail. Required Languages: - Fluency in English, both spoken and written - Fluency in French will be considered an asset We are only reviewing applicants that are legally entitled to work in Canada. We would like to thank all the candidates for spending time applying for this position. Upon successful screening, only qualified candidates will be notified regarding interviews.

• Provides dedicated first-line support for the NetSuite helpdesk queue • Delivers timely and high-quality assistance to users • Independently manages day-to-day support requests • Troubleshoots functional issues • Serves as a reliable extension of the internal team while supporting ongoing business operations

Title: Technical Support Agent, Tier 1 Location: United States Department: Customer Support Reports To: Director, Technical Support Supervisory Responsibilities: NA Job Category: Customer Support Requisition Number: TECHN001543 FLSA Status: Hourly Job Type: Full-time US Remote Job Description: Overview: The Technical Support Agent is responsible for providing exceptional customer service while helping external customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, chat, etc.). The TSA will be included on the on-call rotation of a week (Once every 4-5 weeks) for emergency after-hours support line. The agent is responsible for the case management in our CRM system as appropriate. This individual must be detail oriented and possess a strong technical interest. Key Responsibilities: - Facilitate communication between One Inc Support and customers regarding open cases - Troubleshoot technical problems and answer support questions for One Inc. products - Create, update, and close their CRM tickets as appropriate - Escalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager and/or other internal resources necessary - Clearly articulate technical issues, solutions, and activities to colleagues and clients - Investigate bugs, support, change, and/or features requests by gathering business and technical requirements - Creation and review of knowledge base articles for reference by other team members - Work in team environments that span functional and geographic boundaries - Build strong, trustful relationships with customers - Other duties assigned as necessary Skills: - Excellent attention to detail, strong investigative skills and exceptional analytical skills - Solid time-management skills - Strong interpersonal skills and the ability to adapt in a complex and changing environment - Excellent verbal and written communication skills - Excellent customer service ability that results in trust and long-standing relationships with our customers - Demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment - Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed Preferred Skills: - Business to business external customer support - SaaS support experience - Insurance industry experience dealing with a policy and/or agency management system - Exposure to PCI compliance standards and software development lifecycles - Have any/ all of the following experience using: Salesforce, JIRA, and AHA experience a plus. Education & Experience: - Bachelor's Degree in Computer Science, Information Systems, or 2+ years of technical support or equivalent software application experience - Proven work experience in a similar role, - insurance or payments industry experience preferred Desired Traits: - Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development Physical Demands: The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Environment: Standard indoor office setting; exposure to computer screens. Physical: Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed. Vision: See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents. Hearing: Ability to hear in the normal audio range with or without corrections. Company Profile: One Inc provides insurers with the capability to give their customers what they expect: choice, control, convenience, and continuity. That's the strength derived from the Power of One - a cohesive and seamless experience for both inbound and outbound digital insurance payments. The One Inc Digital Payments Platform combines multi-channel digital communications with electronic payment processing and disbursement, creating a frictionless premiums and claims payments experience. As one of the fastest growing digital payments platforms in the insurance industry, One Inc manages billions of dollars per year in premiums and claims payments. Headquartered in Folsom, CA-One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, 401(k) plan, a commitment to a solid work/life balance, and a policy of promoting from within whenever possible. One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.

• Provide extraordinary service for both our Self-Service and Enterprise customers. • Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless). • Develop deep technical expertise in CockroachDB and accompanying technologies. • Recognize patterns among customer issues and suggest ways to improve our product and offerings. • Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements. • Help develop and iterate on our support processes, tooling and systems. • Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future. • Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets. • Reproduce technical issues and work with Engineering to resolve them on behalf of our customers.