Role Description This position is responsible for ensuring that all consumers receive accurate, courteous, and professional customer service related to requests for non-emergency medical transportation services. Essential Functions - Assists callers efficiently and in a polite, courteous and professional manner at all times. - Conducts appropriate screening and eligibility functions. - Obtains correct information to schedule appropriate modes of transportation. - Maintains current knowledge of local operating transportation policies. - Accurately and effectively uses trip scheduling and dispatch software. - Maintains client, company and employee confidentiality. - Communicates with facilities and/or providers as necessary to assure efficient transportation services. - Coordination of urgent care and/or discharges with Trip Validation Specialist. - Keeps Supervisor informed concerning scheduling and/or service delivery problems. - Completes all required records and reports. - Effective use of telecommunications systems. Qualifications - High School graduate or equivalent. Requirements - Excellent communication skills. - Basic computer and typing skills. - Type 30 wpm. - Customer service experience. - Able to work in a busy environment. - Able to work independently or with a team.

• Plan, prioritize, and schedule Helpdesk activities to ensure maximum issue resolutions within committed SLAs • Record any incidents and provide support to all end users with the help of the team while documenting resolutions • In collaboration with team members and leadership, implement and iterate on enterprise level support processes, procedures, and documentation • Build a help desk work stream that supports our application's end users and informs how to triage across the larger ecosystem • Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement • Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations • Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms • We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment.

• Own retention and renewal outcomes for an assigned book of business, with accountability for customer health, renewal strategy, and risk mitigation. • Take a hands-on, whatever-it-takes approach to retaining customer accounts, stepping into issues directly and doing what is needed to move the account forward. • Lead proactive account reviews and executive conversations focused on customer goals, adoption, business value, risks, and next steps. • Identify customer challenges, business risks, and gaps in adoption, then drive clear action plans to improve outcomes and protect retention. • Operate with a high degree of ownership and urgency, recognizing that no task is too small when customer retention or account health is at risk. • Partner cross-functionally with Customer Success, Sales, Support, Services, Product, and Leadership to resolve issues, align resources, and move accounts forward. • Identify and communicate upsell or cross-sell opportunities when they align to customer needs and goals. • Capture and elevate customer feedback, market insight, and product gaps to help influence company priorities. • Develop and improve playbooks, engagement strategies, and operating rhythms that increase team effectiveness and customer retention. • Provide guidance, coaching, and strategic support to Customer Success Managers on complex accounts, renewal risk, and executive engagement. • Represent Higher Logic with professionalism, accountability, and sound judgment in all customer and internal interactions. • Perform other related duties as assigned

Role Description We are seeking a detail-oriented and organized Managed Services Operations Coordinator to support operational, financial, and administrative functions within a fast-paced services environment. This role is responsible for managing customer billing activities, validating financial and contractual accuracy, supporting project reconciliation efforts, and ensuring adherence to operational processes and documentation standards. The ideal candidate will have experience working in managed services operations, strong attention to detail, and the ability to navigate ambiguity while maintaining accuracy and accountability. Your Impact - Support day-to-day operational and administrative activities for Managed Services projects and customers - Review and interpret Statements of Work (SOWs) to validate billing, financial, and contractual accuracy - Manage customer billing activities, including prorations and invoice validation - Assist with revenue recognition tracking and financial reconciliation processes - Review project costs versus sell values to ensure financial accuracy - Understand and manage PO structures, including sub-POs and services POs - Coordinate and maintain project documentation and operational records - Validate vendor start dates against customer-facing commitments and billing timelines - Identify discrepancies, investigate issues, and drive timely resolution - Maintain strong adherence to internal processes, controls, and operational standards - Communicate proactively with internal teams regarding project, billing, and operational updates Qualifications - 2+ years of experience in an administrative or operational role - Experience working in Managed Services in any capacity - Customer billing experience - Basic accounting knowledge and financial understanding, including: - Proration calculations - Revenue recognition concepts - Cost versus sell analysis - PO structures and management - Project reconciliation - Ability to interpret SOWs and validate financial accuracy - Strong understanding of vendor start dates and customer-facing commitments - Excellent attention to detail and organizational skills - Strong communication, follow-through, and problem-solving abilities - Ability to work effectively in a fast-paced and evolving environment Requirements - Experience with OpenAir (NetSuite OpenAir) or similar PSA/project management systems Benefits - The initial base salary range for this position is expected to be between $24.04 and $33.65 hourly. - Compensation package may include other components such as commissions and discretionary bonuses. - ePlus offers a full range of medical, financial, and/or other benefits, including: - 401(k) eligibility - Employee stock purchase program - Various paid time off benefits, such as vacation, sick time, and personal leave - Details of participation in these benefit plans will be provided if an offer of employment is extended. Company Description At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results. - Respectful communication and cooperation - Teamwork and employee participation - Work/life balance that supports our employees’ varying needs - Embracing communities - Commitment to Diversity, Inclusion and Belonging