Role Description We are seeking an experienced Customer Support Representative to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and also guide clients through any technical issue they might encounter. If you are an energetic self-starter problem solver with a basic technical background and excellent communication skills, we want to talk to you. The Support Team here at JoVE is providing support not only to external customers but also to internal JoVE employees on a 24x7 basis. - Manage large amounts of incoming tickets. - Provide support to answer inquiries on products. - Accept and handle technical requests. - Triage tickets to the other teams. - Follow communication procedures, guidelines and policies. - Provide accurate, valid and complete information by using the right methods/tools. - Build sustainable relationships and trust with customers through open communication. - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. - Keep records of customer interactions, process customer accounts and file documents. - Take the extra mile to engage customers. - Performs other specific duties or assignments as directed by Team Manager. Qualifications - A Bachelor’s degree completed. - 2+ years of demonstrable experience in customer support roles. - Proficient with ticketing tools (Zendesk, Jira, Salesforce). - Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English. - Ability to communicate with both technical and non-technical personnel in a clear and easy fashion. - Basic understanding of KPIs and Metrics. - Attention to detail is key to this position. - Must be able to accommodate flexible work schedules based on business needs. - Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills. Benefits - A competitive compensation package. - You will make a direct impact in accelerating science research and education. - Opportunity to work with global teams and in an environment that promotes innovation and collaboration. - Our strong promotion from within culture draws a clear path to advance your career with us.

• Assist healthcare providers to ensure orders are complete and processed promptly • Respond to incoming calls, emails and priority messages • Accurately document all client, facility and call details

• Supporting Customers, Stores, and Customer Service via telephone and email in regards to customer and/or order related inquiries • Fraud prevention, recovery of failed settlements, chargebacks, billing related inquiries, refunds/adjustments, and order status updates • Follow through on assigned tasks with efficiency and high quality • Maintain a high degree of accuracy when completing tasks • Investigate high risk orders and identify unauthorized transactions and abuse • Effectively resolve billing related inquiries, including invoice requests, chargebacks and refunds and adjustments • Provide phone and email support to our Customers, Stores and Customer Service Team • Investigate late orders using various tools and applications • Follow through on assigned tasks with efficiency, accuracy and high quality • Act as an advocate for the customer • Identify and anticipate customer expectations and needs • Encourage input from others and share technical knowledge

• Acting as the "on duty" point of contact for the dedicated AML Product channel. • Responding to stakeholders within a 24-business-hour SLA and triaging complex queries to data providers. • Analyzing AML screening results to identify root causes of issues. • Testing/validating screening logic. • Optimizing settings and configurations for client-specific screening processes. • Tracking support requests to provide Management Information (MI) and analyzing trends to recommend improvements. • Creating and maintaining internal and external documentation. • Creating and delivering training materials for internal teams and supporting RFP completions. • Assisting with the relationship management of third-party AML data providers. • Supporting client-facing teams with AML product-related technical queries.