• 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.

• Providing email, phone, video meeting, and chat-based support for our clients • Create, edit, and manage events according to client requests and established best practices • Troubleshoot and diagnose technical issues related to event setup, payment processing, seating configurations, and integrations with third-party tools (CRMs, email platforms, streaming services, etc.) • Interpret and communicate basic reporting data and analytics to help clients optimize event performance • Review and QA event builds for technical accuracy before go-live, including seating maps, ticketing rules, discount codes, and capacity logic • Document bugs, unexpected platform behaviors, and feature requests with sufficient technical detail to hand off to the engineering or product team • Support clients in embedding Brushfire widgets and checkout flows into their own websites • Participate in internal testing of new features before release and provide structured feedback from a customer perspective • Participation in weekend support on-call rotation • Facilitate online training • Promote platform features and functionality that are underutilized or present the opportunity for additional revenue • Basic graphic design skills for image resizing, editing, etc., in Adobe Photoshop or a similar program • Provide on-site support and training for event check-in • Support customer use and implementation of Brushfire mobile apps • Assist in training new support team members

Role Description Tier 1 Solutions Center Representative will handle incoming customer calls and provide detailed initial troubleshooting and problem resolution. Responsible for accurately gathering information, generating, and documenting the ticket within the Salesforce tracking case system. - Responsible for customer request and incident reports processing. - Provide the necessary preliminary information for escalation to the Tier 2 Associates as needed. - Assist in executing and/or managing special projects for the department. - Build customer relationships with the support center. - Respond to all inquiries and issues in a consistently efficient, professional, and accurate manner while offering the highest level of service to all customers. - Meet productivity requirements based on business needs. - Proficiency in utilizing company systems and products. - Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers. - Take on additional special projects, as necessary. - Document all customer correspondence. - Maintain project status log. - Position is fully remote. - Perform other related duties as assigned or required. Qualifications - High school diploma or GED. - Previous experience involving customer contact, technical support, or customer relations. Requirements - Excellent communication and interpersonal skills. - Ability to interface with internal and external partners and to manage projects is required. - Strong organizational and time management skills. - Ability to work on many projects simultaneously. - Ability to set priorities and work independently with strong initiative. - Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency. - Ability to make sound decisions with minimal guidelines. - Proficiency with Microsoft CRM, Word, PowerPoint, and Excel. Benefits - Salary range: $16.54 - $18.85/hr based on experience and qualifications. - Health Insurance. - 401(k). - Disability. - Life Insurance. - Paid Time Off. - Voluntary Benefits.

• Answer incoming crisis and emotional support calls from individuals in need • Provide compassionate, non-judgmental listening and emotional support • Assess caller needs and follow established crisis intervention protocols • Accurately document call interactions in the organization's call management system • Maintain strict confidentiality and professionalism • Meet quality and performance standards related to crisis line operations • Participate in required training, coaching, and staff meetings as scheduled • Collaborate with supervisors and team members to ensure continuity of care and service excellence • Support the organization's mission of suicide prevention and emotional support