• Respond to business clients and their consumers through digital channels (chat and email), handling questions, requests, and issues efficiently and empathetically • Work an overnight schedule, Monday to Sunday, from 12:00 AM to 8:30 AM (Eastern Time), on a stable late-night shift • Develop a deep understanding of Paramount Commerce’s products and services to provide accurate, consistent, and helpful support • Collaborate with internal teams to investigate inquiries and resolve them in a timely manner • Ensure all interactions are well documented and compliant with internal processes and standards • Embrace a continuous-improvement mindset by identifying opportunities to optimize processes, tools, and the customer experience • Monitor customer accounts for potentially fraudulent activity and take appropriate action • Participate in special projects aimed at improving product quality, service delivery, and customer satisfaction • Perform various administrative tasks as required

• Monitor and respond to customer inquiries via email, Salesforce, and AccessText Network in a timely and professional manner. • Limited phone or video call interactions. • Troubleshoot technical issues and provide step-by-step instructions or guidance to resolve customer concerns. • Collaborate with cross-functional teams, including product, content, and sales, to escalate and resolve customer issues efficiently. • Manage Jira ticket creation, delivery schedules, and accessibility reviews for remediation requests, partnering with external vendors and internal content stakeholders. • Proactively follow up with customers to ensure their issues are fully resolved and their needs are met. • Identify common customer challenges, provide feedback to the team, and contribute to the development of templated responses and self-service resources.

• In this role, you’ll take the lead in addressing customer questions and concerns on all products and services through communication channels such as phone, email and chat • Manage large amounts of inbound calls in a timely manner • Able to work without a script and maintain call control • Identify customers' needs, clarify information, research and provide solutions and/or alternatives • Access company and client resources provided to accurately handle the call • Identify upsell/cross-sell opportunities • Actively participate in efforts to support customer satisfaction and maintain quality • Skillfully change from one task to another without loss of efficiency or composure • Ability to multi-task using multiple system pending the clients working environment • Successfully complete all training sessions • Effectively communicate with patience and understanding • Remain positive and professional in all customer interactions • Be available at your desk, maintaining punctuality and attendance at all scheduled times • Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas • Flexibility to cross train as requested • Maintain the utmost confidentiality and security as it pertains to Five Star Call Centers policies • Perform other duties as assigned*

• In this role, you’ll take the lead in addressing customer questions and concerns on all products and services through communication channels such as phone, email and chat • Manage large amounts of inbound calls in a timely manner • Able to work without a script and maintain call control • Identify customers' needs, clarify information, research and provide solutions and/or alternatives • Access company and client resources provided to accurately handle the call • Identify upsell/cross-sell opportunities • Actively participate in efforts to support customer satisfaction and maintain quality • Skillfully change from one task to another without loss of efficiency or composure • Ability to multi-task using multiple system pending the clients working environment • Successfully complete all training sessions • Effectively communicate with patience and understanding • Remain positive and professional in all customer interactions • Be available at your desk, maintaining punctuality and attendance at all scheduled times • Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas • Flexibility to cross train as requested • Maintain the utmost confidentiality and security as it pertains to Five Star Call Centers policies • Perform other duties as assigned*