• 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

• Ensure accurate, timely, and efficient customer support • Respond to customer inquiries in a manner that supports the achievement of goals • Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners • Accurately complete necessary documentation, letters, and forms processing • Perform Quality Assurance testing for company software • Research and resolve issues/complaints and determine appropriate resolution(s) • Maintain specific line of business Customer Service standards and support level standards • Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond accurately and consistently • Attend benefit fairs, open enrollment meetings, and client meetings as needed • Support Sales Representatives for any inquiry related to their customer orders • Process claims based on business needs and workflow fluctuations