• Take inbound calls while maintaining a high level of professionalism and working to establish a positive rapport with every customer. • Learn computer system applications to accurately process transactions and maintain customer data. • Educate customers on products and services via phone, email, and chat communications. • Provide basic troubleshooting for customers including product knowledge, recommendations, and problem resolution. • Build and maintain positive relationships with internal customers and team members. • Stay informed on all communications and training to ensure accurate protocols are followed. • Build knowledge of relevant company products, processes, programs and technology. • Participate in other related duties and projects as assigned by the supervisor or manager. • Perform other duties as assigned. • Comply with all policies and standards.

• Work with SMEs to create simplified work instructions and playbooks • Organize and update SOPs in SWI templates • Collaborate with site leadership for document updates • Support the quality team with internal audits • Track document update closure for timely implementation

• Provide strategic, expert-level technical support to ensure the highest levels of customer satisfaction. • Diagnose and resolve complex technical issues, leveraging automated technology and instrumentation to prevent future problems. • Act as the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges. • Involve on-site visits to customers, in addition to remote support. • Mentor junior support team members and provide guidance to improve team performance and technical acumen. • Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues. • Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues. • Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions. • Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required. • Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk). • Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products. • Mentor and provide direction to junior support staff, sharing knowledge and fostering team development. • Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability. • Develop and update technical documentation, procedures, and best practices for both internal and external use. • Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products. • Drive customer satisfaction by advocating for customer needs within the support team and across the organization. • Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.

• Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels • Manage high volume of international customer accounts and their support needs • Resolve customer inquiries and issues promptly and communicate the resolution clearly and logically. Troubleshoot the issue and identify the root cause • Partner with Sales team counterparts to follow-up on missing information needed to process and report ordered tests • Document all customer interactions, communications, actions taken, and follow ups in our customer service applications • Collaborate with internal teams such as sales, product development, and lab operations to ensure customer needs are met effectively • Coordinate with logistics and shipping teams to resolve any shipping, customs, or delivery issues related to kits or samples • Provide training and educational support to our internal teams and customers on test ordering processes • Stay updated on the latest company products, services, and processes (including samples required, test turnaround time, required order information, required waivers, etc…) to offer the best support • Track and report common customer issues, providing feedback for process improvements or product enhancements • Lead or support special projects and other duties as required to meet business needs • Assist in testing upgrades to and development of new customer service tools • Stay current with Natera training requirements and assist with mentoring and training new employees on international support processes • Note this role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job