About Certus We sit at the intersection of people and technology—building training and education solutions that help more than 4 million learners each year enter, advance, or reinvent their careers. Our customers range from individual professionals charting their own path to some of the world's most recognized brands: Amazon, Siemens, Geico, Chick-fil-A, and others who trust us to develop their people at scale. How We Work Our teams span software engineering, instructional design, creative writing, consultative sales, marketing, and beyond. Movement between roles isn't just possible; it's encouraged. We're building something that requires people who want to keep growing. Who Thrives Here - Self-starters who bring a get-it-done mindset and don't wait for permission - Builders drawn to a fast-moving industry where the landscape keeps shifting - Humans who are innovative, brave, kind, and bring their full selves to work We're committed to a culture where people can be exactly who they are—and where that diversity of perspective makes everything we build stronger. The workforce learning market is evolving rapidly, and we're helping define where it goes next. If you want work that matters, room to grow, and a team that actually means it when they talk about culture—we should talk. Job Overview: The Customer Care Supervisor coaches and motivates assigned Customer Care Specialists, as they field interactions from potential and existing customers. The Supervisor continuously trains, ensuring every Specialist is well prepared for the interactions they will encounter. This role conducts live monitoring sessions and provides real-time feedback, ensuring Specialists have the knowledge required and are fully prepared to meet customer expectations. The Customer Care Supervisor is available and accessible to answer questions and provide ongoing support. This position motivates and inspires Specialists to strive to become self-reliant and prepared to address any questions that arise. The Supervisor is analytical, supportive, and serves as a resource to their team of Specialists. Responsibilities: · Proven experience hiring, coaching, and developing Specialists. · Provide supervision, training, and development opportunities to Specialists. · Monitor and review phone, chat, and email engagements, including call quality scores, agent statistics, time entries, attendance, escalations, etc. · Real-time performance monitoring, including queue allocation, channel management, and call escalations. · Investigate and solve customer service complaints. · Monitor issues and trends and escalate to management as needed. · Ensure Specialists adhere to schedule and are tasked appropriately. · Assist with development and implementation of service policies. · Enforce policies, up to and including disciplinary action, escalating to Voice and Chat Manager, when needed. · Ensure relevant and pertinent up-to-date information is provided and communicated to team in a timely manner. · Maintain documentation pertaining to customer service department activities. · Identify additional training needs for team. · Timecard review and approval. · Perform additional duties where needed. Competencies Required: · Keen problem solver that is willing to think on their feet and learn quickly. · Reliable individual that can always be counted on to give their best work and follow tasks through to completion. · Self-starter comfortable taking initiative and finding answers to customer questions. · Great at multi-tasking, using multiple software programs to service a find a solution. · Excellent coaching skills with a positive attitude, energy, and demeanor. · Excellent written, verbal communication skills, and typing ability. · Excellent organizational skills and attention to detail. · Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs. · Experience with Microsoft Office Suite preferred. · Mastery of the English language. · Spanish language skills desired, but not required. · Flexibility with work schedule preferred. · Professional demeanor. · Adaptive to change. · Experience with team management. · Ability to communicate directly with others. · Desire to have fun while working. · Growth and change mindset. Physical Requirements: · Prolonged periods of sitting at a desk and working on a computer. · Prolonged periods of being on the phone/wearing a headset. Performance Expectations: - Team consistently meets metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards. - Team consistently meets metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.). - Effectively coach, lead, and manage a team of Specialists to meet KPIs and consistently achieve live monitoring and coaching goals. This position will have a base pay of $45,000 - $48,000 per year and will be eligible for up to a 5% performance bonus. This position will be remote but there is a strong preference for candidates in the Orlando, FL area. Work hours are 8am - 5pm ET or 9am - 6pm ET with an hour break for lunch. EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Daily queue management in Zendesk along with escalations in Slack • Identify cases that will end up as multiple emails but can be resolved with a single outbound call • Strong communication needed to work across departments for resolutions and to develop best practices • Openness to team building to strengthen connections intra-deparmentally • Maintain a space free from distraction during business hours • Writing skills to help generate SOPs and Macros to build out our playbooks • Strong communication skills to share your knowledge, skills and best practices with the team • Help identify areas where we can future-proof • Keen sense of retention and customer advocacy

Practice: Managed Services Position Title: Customer Support Engineer, IP4G Position Location: Remote Reports to: Manger or Director Job Summary: As a Customer Support Engineer, you will play a critical role in ensuring our clients receive top-notch technical support for our enterprise cloud solutions. You will be the primary point of contact for customers experiencing technical issues, providing timely and effective solutions to ensure their satisfaction and success. Your expertise in IBM Power Systems and Google Cloud will be essential in diagnosing problems, providing guidance, and resolving issues. FLSA Status: Exempt Essential Functions: - Provide expert-level support for IBM Power Systems on Google Cloud. - Troubleshoot and resolve complex technical issues related to our cloud solutions. - Assist customers with configuration, deployment, and management of their cloud environments. - Serve as the primary point of contact for customer support inquiries. - Respond to customer issues via phone, email, or chat in a timely and professional manner. - Maintain a high level of customer satisfaction through effective communication and problem-solving. - Identify, diagnose, and resolve technical problems related to hardware, software, and network issues. - Collaborate with other engineering teams to escalate and resolve critical issues. - Document solutions and create knowledge base articles for common issues. - Provide feedback to the product development team based on customer experiences. - Suggest improvements to support processes and tools to enhance efficiency and effectiveness. - Stay updated with the latest developments in IBM Power Systems and Google Cloud technologies. - Conduct training sessions for customers to help them better utilize our cloud solutions. - Develop and maintain technical documentation, including user guides and FAQs. - Other duties as assigned. Required Skills/Abilities/Competencies - Excellent verbal and written communication skills. - Ethical and critical thinking. - Excellent interpersonal and customer service skills. - Excellent sales and customer service skills. - Excellent organizational skills and attention to detail. - Excellent time management skills with a proven ability to meet deadlines. - Strong analytical and problem-solving skills. - Strong supervisory and leadership skills. - Ability to prioritize tasks and to delegate them when appropriate. - Ability to function well in a high-paced and at times stressful environment. - Proficient with Microsoft Office Suite or related software. - Proficiency in troubleshooting hardware and software issues. - Strong understanding of cloud computing concepts and architectures. - Familiarity with virtualization technologies and networking fundamentals. - Knowledge of scripting and automation tools (e.g., Python, Shell scripting) is a plus. Education and Experience: - Bachelor's degree in Computer Science, Software Engineering, or related field. - Minimum of 3-5 years of experience in a technical support or customer support role. - Hands-on experience with IBM Power Systems and Google Cloud Platform (GCP). - Experience in enterprise cloud solutions and infrastructure management. Physical Requirements: - Prolonged periods of sitting at a desk and working on a computer. - Must be able to lift up to 15 pounds at times. Pellera provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

What We Need Corpay is looking to hire a Product Support and Enablement Specialist within our Lodging division. This position falls under our ALE Solutions Product Management team and reports to the Product Manager. In this role, you will serve as the primary support resource for internal and external users of ALE Solutions' software applications, resolving or escalating user issues to appropriate teams, providing progress updates to end users regarding issue status, identifying and reporting trends in support issues, creating and presenting informative training materials, and collaborating with various teams to maintain accurate data and functionality. How We Work As a Product Support and Enablement Specialist, you will be expected to work in a remote environment. Corpay will set you up for success by providing: - Company-issued equipment - Hands-on training Role Responsibilities The responsibilities of the role will include: Product Support - Providing technical support to internal and external users via email and phone from issue intake to resolution - Escalating unresolved issues to appropriate technical and non-technical teams - Creating, managing, and deactivating user profiles and passwords, including clean-up of duplicate accounts - Creating and maintaining insurance company configurations and hierarchies - Identifying patterns and trends in support issues and escalating findings to the product team Internal Enablement - Creating and running department-specific employee trainings and demos - Working with the product team to develop department-specific educational resources - Providing the product team learnings and feedback gleaned from educating various departments - Answering co-worker questions related to ALE products - Participating in product development meetings to suggest ideas for new products or services - Staying up to date with the latest product enhancements and features Data and Reporting - Assisting the Product Team by generating internal and customer-facing reports - Taking appropriate steps to promote data accuracy within applications Qualifications & Skills - Bachelor's Degree in a relevant field or equivalent combination of education and work-related experience - 2-4 years of experience in a product support or training role - Strong understanding of user management principles and access control procedures - Excellent written and verbal communication skills, with the ability to explain complex technical information in a clear and concise manner - Proven ability to create engaging and informative training materials (e.g., user guides, presentations, online tutorials) - Ability to work independently and as part of a cross-functional team - Strong analytical and problem-solving skills - Passion for customer success and a commitment to delivering exceptional service - Experience with Microsoft Excel and Outlook - Experience with insurance industry terminology and processes a plus Benefits & Perks - Medical, Dental & Vision benefits available the 1st month after hire - Automatic enrollment into our 401k plan (subject to eligibility requirements) - Virtual fitness classes offered company-wide - Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time - Employee discounts with major providers (i.e., wireless, gym, car rental, etc.) - Philanthropic support with both local and national organizations - Fun culture with company-wide contests and prizes Pay Transparency The anticipated salary range for this position is $65,000 - $70,000 annually. This range represents the anticipated low and high end of the salary for this position. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies. Salary is one component of Corpay's total compensation package for employees. For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEOC and Pay Transparency Our Company Corpay is a global technology organization that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll, and lodging expenses. Millions of people in over 80 countries around the world use our solutions to manage their payments. All of this is made possible by our people – the employees that continue to strengthen our organization. We strive to provide meaningful and exciting career opportunities for each and every team member. Learn more at www.corpay.com or follow us on LinkedIn. Equal Opportunity/Affirmative Action Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.