• Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat. • Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds. • Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority). • Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices. • Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution. • Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).

• Handling Receipt of New Cases: • Intake new cases and review/verify information and requests. Draft cases by entering information into the Dane Street system, AccessDS. • Work with client on any information missing pertinent to processing claim. • Sort, organize and create medical document listing - if required by client, and in line with specific special handling. • Oversight of Cases: • Monitor, process and track cases to ensure we meet deadlines. • Assignment of Cases: • Assign/schedule new cases to physicians for review with the appropriate physician, based on location, reviewer availability, specific guidelines, jurisdictional requirements and other client requirements. • Ensure that the assigned physician has no conflict of interest with the case assignments • Client Interaction: • Update clients frequently on cases in progress. • May communicate when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer. • Ensure proper documentation for specified cases is provided to the client.

• Manage and maintain the GreenCars content roadmap to ensure content stays accurate, timely, and relevant • Research SEO keywords, competitor activity, and market trends to guide content planning • Create, edit, and optimize digital content to drive organic traffic and audience engagement • Support production of articles, guides, videos, newsletters, and campaign content • Maintain CMS organization and ensure consistent brand messaging across platforms • Translate EV and hybrid topics into clear, consumer-friendly education content • Support conversion funnels and key digital tools with strategic content • Monitor performance metrics and adjust content strategy based on insights and analytics • Support YouTube channel growth through scripting, optimization, and content coordination • Collaborate cross-functionally with social, marketing, creative, and external partners • Assist with content needs for events, activations, and other marketing initiatives

• Develop and maintain excellent client relationships • Meet and exceed client service level agreements • Advise and assist with reporting • Coordinate upgrades and hardware replacements at client sites • Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions • Maintain customer contacts to enable accurate tracking and reporting • Provide high level marketing support on Ticketmaster no-cost solutions • Provide onsite event support and afterhours office support • Working knowledge of Ticketmaster ONE web portal • Remain current with new software/product releases for Host, TM1 Entry, Archtics/Account Manager and all technology products • Create/modify reports, including Autypes, Repgens, Mopreps, and other advanced reporting • Assist with client onboarding and ongoing maintenance • Act as the expert in all facets of access control products • Identify and assist in resolving event programming related errors • Communicate product updates, new features and functionality to client base