Role Description The Customer Support & Billing Operations Specialist plays a key role in supporting daily operational workflows by managing billing related email requests, performing database research, assisting with environment testing, and providing customer support. This position goes beyond traditional call center responsibilities, requiring strong analytical skills, attention to detail, and the ability to work across multiple systems and processes. - Maintains end-to-end responsibility for customer’s support needs providing timely, reliable, and courteous service. - Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested. - Researches and analyzes customer service issues to provide information and solutions in a timely manner. - Works with a moderate degree of supervision to deliver consistent results and effective resolutions to customers. - Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc. - Performs analysis of COD borrower data integrity situations identified by Customer. - Demonstrates enhanced service skills in identifying core customer issues and providing long-term solutions. - Seeks opportunities to improve workflow and increase efficiencies. Adapts well to new processes and procedures. - Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. - Support Services shall be executed in compliance with processing and program guidelines published by Customer. - Review, process, and respond to billing related emails and service requests with accuracy and timely follow through. - Conduct research within internal databases and systems to resolve inquiries, validate data, and provide detailed information to customers or internal teams. - Collaborate with technical teams to support testing activities in non-production environments, including validating functionality, documenting findings, and reporting defects. - Handle inbound customer contacts through phone, chat, and ticketing systems, ensuring high quality service and issue resolution. - Maintain accurate records of customer interactions, case notes, and research findings. - Identify process issues or recurring customer problems and escalate appropriately for resolution or improvement. - Assist with special projects, operational tasks, and cross team initiatives as assigned. - Follow documented processes and contribute to updating knowledge articles or workflow documentation. Qualifications - Experience in customer service, billing operations, or technical support preferred. - Strong written communication skills for email handling and documentation. - Ability to research and interpret data across multiple systems. - Familiarity with testing environments or quality assurance tasks is a plus. - Strong attention to detail and multitasking ability. - Proficiency with common office software and ticketing or CRM systems. - Ability to work independently while contributing to a collaborative team culture. Requirements - High School Diploma or GED. - 2-5 years or related experience in Customer Service or public relations. Other Job Specific Skills - Excellent customer service skills. - Ability to provide effective customer service and deal tactfully and courteously with the public. - Strong commitment to providing quality service. - Ability to convey enthusiasm, energy and sincerity over the phone. - Exceptional problem solving and organizational skills. - Ability to foster a good working relationship and rapport with customers. - Ability to adapt to new processes or procedures. - Ability to interact effectively with others.

• Handle a high volume of inbound customer calls (typically 50–60 calls per day, with peak volumes on Mondays and Fridays). • Create and manage support tickets using Zendesk or a similar ticketing system. • Accurately assign tickets to the appropriate team member or department. • Record clear, concise, and detailed internal notes, including the issue raised, actions taken, and resolution provided. • Follow established processes consistently: ○ Receive customer call ○ Raise a support ticket ○ Assign to the appropriate person or team • Maintain efficient call handling times while delivering excellent customer service. • Escalate urgent, sensitive, or complex issues promptly. • Provide support through LiveChat and email channels when required. • Assist with additional administrative or customer support duties as needed. • Work collaboratively with colleagues to ensure a high standard of customer service is maintained.

• Handle inbound customer inquiries via phone and email in German • Provide Tier 1 customer support related to: Invoice explanations and payment clarifications, Billing questions and reminder fees, Collection-related inquiries (soft collection) • Update and maintain customer records using internal systems • Follow up on payment- or account-related cases and escalate complex issues when required • Work closely with your team to ensure efficient case resolution • Deliver clear, empathetic, and efficient support , while maintaining professionalism and trust.

• Act as the primary liaison to and be accountable for the care provider organization's experience end-to-end as measured by renewals and adoption of existing and new features. • Lead the roll-out/ implementation of the GoldCare system and custom projects as measured by care provider organization's outcomes • Provide professional services to GoldCare care provider organizations such as system training and guidance on customizing GoldCare to the care provider's process and specifications • Translate care provider organization and care worker feedback into actionable product enhancements as measured by adoption of new features • Actively engage with care provider organizations and their key decision makers to maintain strong relationships as measured by renewals • Partner with Customer Support on complex situations with high value care provider organizations