• The Business Support Specialist handles client inquiries by gathering information through inquisitive questioning to identify the nature of the problem and troubleshoots product and training related questions. • Support and training are provided to clients via phone, email, and live chat. • Document the issue in Salesforce and offer a resolution, so our clients are successful. • Stay up to date on Meevo product knowledge and internal business processes. • Build technical knowledge of Meevo’s products, integrations, and business scenarios.

• Answer inbound calls from health care providers with inquiries regarding medical claims, benefits, appeals, prior authorizations, and medical codes. • Take inbound calls while toggling through several applications on multiple screens. • Attend 100% of trainings, and the first 90 days of employment. • Resolve customer complaints through independent problem-solving skills and one-call resolution. • Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.

• Monitor, manage, and respond to incoming client portal and Salesforce-related support tickets • Troubleshoot user issues related to portal access, Salesforce functionality, permissions, workflows, and system performance • Resolve support requests efficiently while maintaining a high level of customer satisfaction • Triage and prioritize tickets based on urgency, business impact, and client needs • Support Salesforce users by assisting with account access, profiles, permissions, reporting issues, and workflow troubleshooting • Track, maintain, and monitor support cases to ensure timely resolution and adherence to service expectations • Maintain accurate case documentation, statuses, notes, and follow-up actions within Salesforce or ticketing systems • Generate and provide regular reporting on support case volume, trends, resolution times, recurring issues, and team performance metrics • Analyze support data to identify recurring issues, process gaps, and opportunities for operational improvements • Identify and document Salesforce-related bugs, configuration issues, and enhancement requests • Delegate or escalate issues to appropriate internal teams when necessary • Clearly document issues, resolutions, and workflows for future reference and knowledge sharing • Communicate updates and resolutions to clients in a clear, professional, and timely manner • Assist in maintaining internal knowledge bases, support documentation, and Salesforce support procedures • Collaborate with cross-functional teams to improve system usability, reporting visibility, and support operations

• Providing support for the clients’ employees who contact us with questions about HR procedures or their employment benefits through various channels (phone, webchat or other) • Explaining how to use the online HR systems • Investigating more complex cases.