• Provides IT services that appropriately respond to the time-sensitive needs of customers • Provides technical assistance to computer users by answering questions to resolve computer problems • Responds to trouble tickets to resolve user problems • Monitors team productivity and quality; provides individual feedback • Collaborates with the Virtual Service Desk, other portfolios and various stakeholders

• Conduct proactive outreach to patients following testing to provide support, education, and resource navigation. • Engage patients through phone, SMS, email, and other approved communication channels while delivering a positive and professional customer experience. • Educate patients on testing processes, available resources, patient portal tools, scheduling options, and other relevant support services. • Gather patient feedback regarding their testing experience and document insights that help improve patient programs and services. • Identify and help address common barriers to care, including scheduling challenges, provider communication needs, access to resources, and general process questions. • Provide patients with approved educational materials, discussion guides, and support resources. • Coordinate with Patient Coordinators, field teams, provider offices, and other internal stakeholders to support patient needs. • Escalate clinical, billing, technical, or service-related concerns to the appropriate internal teams. • Maintain accurate documentation of all patient interactions and follow-up activities within Salesforce and other internal systems. • Support outreach initiatives, patient education programs, and operational projects designed to improve the overall patient experience. • Maintain compliance with all privacy, regulatory, and communication requirements. • Demonstrate empathy, professionalism, and sound judgment when interacting with patients and caregivers.

• Manage daily contact center operations across the Customer Experience group, making real-time adjustments to hit SLAs. • Track, monitor, and report on Key Performance Indicators (KPIs) and operational metrics. • Direct and develop Customer Experience Supervisors to hit operational targets and support business objectives. • Partner with department heads across patient and provider touchpoints to improve experience and eliminate process gaps. • Drive cross-functional initiatives from scoping through execution, optimizing team workflows. • Own complex escalations, delivering fast resolutions and implementing structural fixes to prevent recurrence. • Maintain high customer satisfaction and Net Promoter Score (NPS). • Build and maintain a high-performing, accountable environment for the Customer Experience team. • Comply with HIPAA policies and Natera procedures regarding PHI access and protection. • Maintain current status on all Natera training requirements.

• Assist all Universal Audio customers and incoming inquiries as required • Provide UA product installation support and troubleshooting for Windows and MAC based computers • Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers • Generate knowledge base entries, both written and in video tutorial formats • Communicate directly with customers either by telephone, chat, online requests, or service requests • Respond to customer inquiries, complaints, and service requests within specified department metrics • Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores • Obtain and evaluate all relevant information to handle inquiries and complaints • Process replacement parts orders • Provide customers with presales product and service information • Provide support to customers to help resolve potential account issues, including research of online purchases • Communicate and coordinate with internal departments as required • Provide Return Material Authorizations (RMA) in accordance with warranty standards, internal policies or for approved sales returns • Coordinate the handling of RMA, and service requirements through the distribution channel