• Ensure client files are accurately and efficiently ingested into Hint • Act as the internal Autosync technical subject matter expert • Implement, manage, and maintain our data feeds • Oversee all issues management and escalation of file errors, including issues that may arise from the SFTP file exchange • Be the main point of contact for accessing and updating files internally, as well as communicating directly with external parties for resolution and offering feedback when necessary to alter files for correctness • Maintain high-quality data across the Hint data ecosystem • Identify large data quality issues and know when and how to escalate to other teams at Hint. • Reconcile data discrepancies between file and what is processed in Hint to ensure client and Hint data matches • Review invoices to ensure file data has been translated into Hint correctly. • Ensure clients are appropriately billed for EAS • Understand how to bulk update records • Familiar with PGP encryption process • Familiar with SFTP process and tools - can also use terminal • Complete tracking of new EAS file feeds through our data pipeline • Works to improve processes by sharing feedback with Hint’s Product team

• Respond to customer support tickets, including answering questions and resolving issues related to existing orders • Manage high-volume phone calls to assist customers with existing orders and assist new customers with how to place new orders online • Respond to emails and address questions and concerns from customers, internal department queries relating to orders or payment on orders and process servers in the field • Document issues in Confluence • Visit court dockets for information on case filing and occasionally pull filed papers • Perform other job-related duties as assigned

• Respond to customer inquiries via phone, email, chat in a timely and professional manner. • Monitor our admin database to help troubleshoot issues for customers • Accurately log all customer interactions (Issue, troubleshooting steps and resolution) in Salesforce to ensure all necessary data is documented • Direct and escalate complex issues to appropriate company personnel • Follow-up with customers to ensure issues are resolved and satisfaction is achieved • Meet or exceed established KPI’s such as response SLA’s, resolution SLA’s, CSAT, Case Quality, etc. • Stay current on product releases and known issues to ensure we accurately support and educate customers • Work cross functionally to resolve customer issues • Contribute to and maintain internal and customer facing knowledge base • Provide input to develop and refine customer support systems and processes • Adhere to attendance and schedule expectations • Other duties and responsibilities as assigned

Role Description Buscamos uma pessoa organizada, comunicativa e proativa para atuar no suporte e relacionamento com franqueados da Smarter Estágios. Você será responsável por auxiliar no acompanhamento das unidades, organização de demandas e apoio na experiência dos franqueados. Mais do que atendimento, buscamos alguém que ajude a construir relacionamento e organização dentro da empresa. - Apoio no atendimento aos franqueados - Organização de demandas e processos - Acompanhamento de implantação de unidades - Organização de informações em CRM - Apoio em treinamentos e suporte operacional - Follow-up com franqueados - Comunicação e alinhamento de processos Qualifications - Organizado(a) - Boa comunicação - Facilidade com tecnologia - Responsável - Proativo(a) - Gostar de trabalhar com pessoas - Interesse em crescimento profissional Requirements - Experiência com atendimento - Conhecimento em CRM - Boa escrita - Facilidade com organização Important Organização, responsabilidade e boa comunicação são mais importantes do que experiência.