• Receiving, investigating and resolving all customer inquiries timely and accurately. • Handling customer service inquiries and problems via the telephone. • Ensuring all customer communication is clearly documented. • Interact through various channels such as Chat, Phone, E-mail and TEAMS. • Educating caller to ensure resolution is achieved on first contact. • Must be able to pass required testing. • Work overtime as required.

• Engage with members to handle customer service inquiries via the telephone. • Receiving, investigating, and resolving all customer inquiries timely and accurately. • Handling customer service inquiries and problems via the telephone. • Ensure all customer communication is clearly documented. • Educating callers to ensure resolution is achieved on first contact. • Must be able to pass required testing. • Participation and attendance are mandatory. • Work overtime as required.

• Assist residents, consumers, and vendors with telephone, e-mail and online communications inquiries • Provide timely and Professional solutions based service • Assist with service inquiries, account questions, scheduling, general needs • Deliver a good customer experience through clear and transparent communication and make sure to refer difficult or other issues to the appropriate departments for proper handling • Coordinates and tracks service requests from start to finish • Schedule appointments, update residents and property teams • Ensure timely follow up by liaising with internal departments and service suppliers; Keep track of service history and open requests • Support business processes that enhance service delivery and resident satisfaction • Maintain accurate records of residents, vendors, and services to ensure corporate systems are up to date • Report and record keeping for support activities • Comply with Company policies, practices and data privacy standards • Participate in team meetings, training and professional development opportunities

• Provide Tier I technical support and end-user training to Virtual Health (VH) GlobalMed VH Equipment Program and for other remote VH clinical systems to include installation support and testing. • Create, monitor and resolve trouble/incident tickets (Remedy) with specified time allotted or escalated as per Knowledge Base guidance. • As a system technician for Win10 environment, install and maintain Windows 10 clients and associated peripheral equipment. • Install, troubleshoot, repair and software based teleconferencing equipment, and coordinate medical device client installations. • Coordinate responses to requests from 300+ DHA Enterprise Sites for remote clinical system access, remote equipment installation, and testing of Virtual Health Systems and/or subsystems within the DHA Enterprise. • Act as Reports Manager in Joint Knowledge Online (JKO), tracking and reporting training required to perform Virtual Health Services for the DHA Enterprise Providers and other identified staff. • Maintain the Site Access List (SAL) to deliver documentation to the DHA CHCS PMO for the centralized access web portal for remote user site access. • Image and reimage WIN10 computers and install software on WIN10 clients, either remotely or in person capability as user location dictates. • Create and manage accounts for Composite Health Care System (CHCS)/Armed Forces Health Longitudinal Technology Application (AHLTA)/ESSENTRIS platforms for VMC clinical staff. Provide end-user support for these accounts. • Create and manage MHS Video Connect accounts for DHA Enterprise VH providers and MSA Staff in accordance with SOP specifications and Knowledge Base guidelines. • Train market representatives and providers in the use of MHS Video Connect as accounts are created. Assist users with issues with MHS Video Connect sessions if required. • Troubleshoot, repair and test computer workstations, monitors, cameras, printers, peripherals and teleconferencing equipment including Cisco VTC systems. • Perform equipment issue and tracking tasks. • Install and configure computer workstations, monitors, cameras, printers, peripherals and related cabling for VTC systems. • Participate in continuous process improvement activities and make recommended changes to SOPs or Knowledge Base.