• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels • Anticipate the customer needs and take action to manage the process to full resolution • Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims • Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers • Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols • Identify and address customer concerns, complaints, and disputes with empathy and professionalism • Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions • Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience • Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.

PRIMARY DUTIES/KEY RESPONSIBILITES - Receive and respond to customer requests through various channels (e.g. phone, email, chat, and ticketing systems). - Provide Tier 1 support, troubleshooting, and resolving standard and recurring issues with the customer's configuration, company software, or other vendor integration points. - Provide one-on-one training for new and/or existing customers as needed while working on support issues to help drive customer satisfaction. - Apply appropriate security tools or processes to assess customer records or other electronic information. - Document customer inquiries, status, and resolution. - Work across teams when needed and follow up with customers to resolve issues satisfactorily. - Provide effortless Customer Experience: Ask questions and actively listen to customers to understand their issues, always demonstrating respect and concern. - Perform related duties as assigned by the supervisor. REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS - High School Diploma/GED and 3 years' experience in a related field. - OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; - OR 5 years' experience in a related field - Schedule - must have flexibility to work evenings, weekends, holidays as required. - Multi-task and prioritize required. Ability to handle multiple projects/tasks at a time. - Understand foundational levels of computers and technology; internet, email. - Excellent oral and written communications skills, particularly in a phone or email context. - Experience working in a contact center metrics driven environment. - Strong communication skills and basic computer knowledge. - Ability to operate under tight pressure. - Experience working in the automotive industry preferred. - Bilingual English-Spanish is preferred USD 18.17 - 27.31 per hour Compensation: Hourly pay rate is in the range of $18.17 - $27.31/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets

• Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels • Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed • Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement • Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom • Respond to PagerDuty alerts and on-call escalations per team protocols • Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics • Participate in team meetings, 1:1s, and cross-functional syncs

• Take inbound calls from either the customer or the restaurant • Make outbound calls to customers or restaurants to follow up on acknowledgement errors • Manage incoming tickets generated from email or text via CRM (customer relationship management portal) • Return calls for any voicemails that a ticket is generated for • Minor troubleshooting product or service problems reported by the customer or the restaurant • Route calls / tickets to appropriate channels if necessary • Facilitate and document accurate correspondence between the restaurant and customers • Miscellaneous clerical duties