Role Description Smartsheet is looking for a Support Specialist who will be responsible for tackling complex technical issues. Successful individuals in this role will enjoy troubleshooting, testing, and documenting complicated and often unique technical issues. This position requires a highly motivated individual who can collaborate in an environment that fosters knowledge sharing and rapid problem-solving in order to resolve customer technical issues efficiently. You will report to a Support Pod Manager. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica. - Handle customer technical issues with a high sense of urgency and ownership while keeping stakeholders appropriately apprised of the investigation - Troubleshoot issues using internal & external documentation, analyze log files, use various tools and other resources to identify root causes and resolve customer issues - Contribute to your team’s goals by thoroughly researching, testing, and documenting your investigations as you collaborate with colleagues to help them progress their cases as well as your own - Share your expertise, provide guidance on troubleshooting techniques, and help upskill your colleagues - Work with customers through a variety of channels including email, phone, and chat - Work closely & collaboratively with colleagues on a daily basis to help research and resolve the most complex customer impacting issues - Contribute to internal & external documentation - Manage other responsibilities as assigned - Other job duties as assigned Qualifications - 2+ years technical or customer support experience, or equivalent - Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource - Confidence and strong interest in problem solving - Excellent written, verbal, and interpersonal communication skills - Ability to work independently or collaboratively in a fast-paced environment - Working knowledge of assigned feature strongly preferred - A firm grasp of and comfort using cloud applications - Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks - Conceptual understanding of a RESTful service - Willingness to engage on complex matters - Comfortable working in ambiguous situations with little to no direction - Flexibility in your working hours as this position will require work outside of standard business hours Benefits - Fully paid Health & Life insurance for full-time employees and family members - Monthly stipend to support your work and productivity - Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc. - 12 days paid Vacation + Flexible Time Away Program - 20 weeks fully paid Maternity Leave - 12 weeks fully paid Paternity/Adoption Leave - Personal paid Volunteer Day to support our community - Opportunities for professional growth and development including access to Udemy online courses - Company Funded Perks including a counseling membership and your own personal Smartsheet account - Teleworking options from any registered location in Costa Rica (role specific)

Role Description The purpose of the Customer Experience Representative is to understand the needs of our customers and provide quality support. While assisting our customers and making sure everything runs smoothly, your main duties will be: - Conducting oral and written communication with customers, obligatorily adhering to pre-defined rules and procedures with the client - Informing and advising customers on service characteristics, as well as answering customer questions - Finding solutions and providing information to the customer so they can self-handle the case - Regular monitoring of the client's case status - Providing feedback to the customer - Monitoring of the SLA - Providing timely and quality reporting to the Client Relation Manager on the activities and work processes - Providing support for continuous improvement of the process Qualifications - High school diploma or higher - Excellent knowledge of the French language, good speaking and writing skills - Good working knowledge of the English language - Basic computer literacy - Excellent communication and problem-solving skills - Good organizational skills - Accuracy in data entry - The ability to proper business communication with colleagues Requirements - Part time engagement - 20 hours per week - Competitive and regular earnings - Remote model of work - Opportunity to develop skills - Work in a large, international team - Benefit package available to all our employees - No need for previous experience, as long as you are ready to learn and have fun during that process! Benefits - Part time engagement - 20 hours per week - Competitive and regular earnings - Remote model of work - Opportunity to develop skills - Work in a large, international team - Benefit package available to all our employees

Role Description As a Sales Support Specialist, you will be responsible for: - Conducting consultative sales conversations to assess customer needs, educate on available solutions, and recommend appropriate products utilizing consultative selling techniques. - Taking incoming interactions by phone or online chat from customers who have already received a quote to answer any follow-up questions and/or help them enroll. - Assisting customers with enrollment application completion while ensuring accuracy, completeness, and adherence to compliance requirements. - Conducting inbound/outbound phone calls to prospective customers to prescreen sales leads before handing off to sales advisors. - Converting inquiries into sales opportunities. - Performing follow-up activities, including callbacks and pipeline progression, to support conversion and optimize sales outcomes. - Utilizing performance scorecards, reporting tools, and coaching feedback to continuously improve individual performance. - Remaining compliant with all interactions, licensing, and certifications. This position is full-time (40 hours/week) Monday - Saturday. Employees are required to have flexibility to work any of our 8.5-hour shift schedules during our normal business hours of 8am to 10pm Monday – Thursday, 8am to 8pm Friday, and 9am to 5:30pm Saturdays. These hours are subject to change depending on the seasonal nature of our business. It may be necessary, given the business need, to work occasional overtime. Qualifications - High School diploma / GED OR 10 years of equivalent sales experience. - 1+ years of related experience including analyzing and problem solving for customers is required. - State health/life license is not required at time of hire; however, hired individuals must obtain the necessary state health/life licensing within 30 days of employment. This expense will be covered by the company. - Ability to work assigned scheduled shifts within our hours of operation including the training period and successfully complete the training program including demonstrating proficiency of the material. Requirements - 1+ years sales experience with documented success. - Intermediate level of proficiency with MS Office applications. - Demonstrated ability in using computer and Windows PC applications including strong keyboard and navigation skills, and learning new computer programs. - Ability to multi-task, including the ability to navigate a computer while speaking on the telephone. - Ability to develop an understanding of our multiple products and the levels of benefits within each product. Benefits - Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays. - Medical Plan options along with participation in a Health Spending Account or a Health Saving account. - Dental, Vision, Life & AD&D Insurance along with Short-term disability and Long-Term Disability coverage. - 401(k) Savings Plan, Employee Stock Purchase Plan. - Education Reimbursement. - Employee Discounts. - Employee Assistance Program. - Employee Referral Bonus Program. - Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.). You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Company Description At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

• Resolving all types of support issues received via ticketing system, chat or phone; • Managing issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner; • Support customers by providing helpful information, answering questions, and responding to complaints; • Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features; • Manage large amounts of incoming inquiries; • Identify and assess customers’ needs to achieve satisfaction; • Build sustainable relationships of trust through open and interactive communication; • Meet personal/team targets; • Follow communication procedures, guidelines and policies; • Go the extra mile to engage customers.