Role Description This is not a traditional call center support role. We're looking for an experienced customer-facing support professional who enjoys learning software, solving problems, and helping users succeed. Success in this role depends on your ability to quickly learn unfamiliar software, investigate issues independently, understand how workflows function, and confidently guide customers through the platform. If you enjoy exploring new systems, figuring out how things work, and becoming the go-to expert for customers, you'll likely thrive here. What You'll Do - Support customers via phone, chat, and email - Troubleshoot platform issues and identify root causes - Guide users through platform features and workflows - Research unfamiliar questions and find answers independently - Document solutions and contribute to internal knowledge resources Qualifications - 2+ years of customer-facing support experience - Excellent written and verbal English - Strong problem-solving and troubleshooting skills - Ability to learn new software quickly - Ownership mindset and accountability - Comfortable explaining software and workflows to customers Preferred Backgrounds - SaaS Support - Product Support - Technical Support - Customer Success - Software Onboarding or Training Benefits - 100% remote / home-based work - Monthly salary: PHP 35,000 – 40,000 - Collaborative and supportive team

• Handle incoming technical support customer requests escalated by front-line support • Serves as a customer care agent for an assigned customer base or product area • Responds to customer inquiries received via telephone or online • Answers routine to moderately complex questions, following established procedures • Researches and troubleshoots customer requests, determines problem source (i.e., hardware, software, user access) • Resolves issues where possible and refers difficult and complex issues to internal technical experts and/or management • Documents issues for future reference • Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction • Builds working relationships with customer representatives and with cross-functional teams

Role Description The Court Support team works with courts all throughout the country to ensure that upwards of 100,000+ court filings/month make it back into our system in a timely manner. As part of this team, the Court Support specialist plays a diverse role with a focus on calling/contacting courts, as well as understanding how to use court dockets/websites to obtain the information we need. This role requires daily, active communication with court personnel and other team members across all channels (phone calls, e-mails, and even live chats!) with the goal of getting documents back from court and into our server’s hands. This position is remote but located in Kentucky. Key Responsibilities - Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders. - Communicate accurately and professionally through remote voice calls and emails with a positive service attitude while interacting with court personnel, attorneys, and other clients. - Work in Skye (in-house application) to process documents, add informative updates/notes, and other data entry tasks with a high degree of accuracy. - Manage consistent in/outgoing phone calls to assist Courts and customers with questions, as well as managing calls from courts & customers. - Relay relevant, updated information from Courts to our process servers and customers as appropriate. - Collaborate with team members to find root causes and process inefficiencies that happen as a document makes its way to and from court. - Navigate & understand court dockets to understand how they communicate case documents and statuses, as well as downloading documents directly + importing into internal application as needed. - Perform other job-related duties as assigned. Qualifications - High school diploma / GED required. - Legal experience preferred. - Prefer 1+ years of customer support / call-center / retail experience in a customer-facing, service-oriented position. - Strong communication skills, both written and verbal. - Comfortable working and communicating effectively in a remote environment - using programs such as Teams/Zoom to make outbound calls, Teams for chats, Outlook for emails. - Comfortable using Microsoft Office suite programs such as Microsoft Outlook, Teams, Excel, and Word + other programs such as online Faxes. - Document manipulation experience (PDFs). - Ability to perform repetitive data-entry tasks with accuracy. - Ability to read, write and speak English. - Quick learner and willing to learn and grow. Benefits - Health, Dental, Vision insurance - 401(k) with company matching - Paid time off - 7 Paid company holidays - 4 Floating holidays per year - Life Insurance and AD&D Insurance - Long Term Disability - Health Care Reimbursement Flexible Spending Account - Dependent Care Flexible Spending Account - EAP (Employee Assistance Program) - Pet Insurance Pay Range $15.00 - $15.00 per hour Schedule Full-time, Monday through Friday

• Ensure accurate, timely, and efficient customer support • Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-mail • Requires in-depth knowledge in areas such as Prescriptions, Plans, Products, Services, and Procedures • Quality Assurance testing for company software • Research and resolve issues/complaints and determine appropriate resolution(s) • Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions • Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts • Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently • May require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel